Dropbox is a Virtual First company. For this role, we are hiring in Zones 2 and 3. Please refer to our Compensation section below to see what neighborhoods fall under each Zone.
Dropbox is entering an exciting new chapter in how we support, retain, and grow our customers.
As part of our evolving go-to-market strategy, Customer Experience & Success (CXS) will assume ownership of commercial renewals, creating a unique opportunity to rethink how we drive customer retention and long-term recurring revenue. We're looking for an experienced strategy and operations leader to help shape Dropbox's retention strategy, modernize our renewal operating model, and build the capabilities that enable customers to realize ongoing value from Dropbox.
As the Renewals Strategy Principal Program Manager, you'll lead the strategy, operating model, and execution behind this transformation. You'll partner closely with Customer Success, Sales, Revenue Operations, Finance, Product, Legal, and Engineering to develop retention strategies, design scalable programs, and build the playbooks, operating rhythms, and automation that enable Customer Success to successfully own a significant renewal business.
This is a builder role for someone who thrives in ambiguity, enjoys designing scalable business capabilities, and is passionate about leveraging AI, automation, and data to improve customer retention and operational excellence. You'll identify new opportunities to reduce churn, increase customer engagement, simplify workflows, and drive measurable business outcomes while helping establish Customer Success as a world-class retention organization.
Over time, you'll help shape Dropbox's long-term customer lifecycle strategy, evolving our approach to customer retention across direct, channel, and self-serve motions.
AI fluency means using these tools to amplify human judgment, not replace it. We believe people with these skills will thrive as work and technology continue to evolve:
To learn more about why these skills matter and what the data shows about thriving through change, read this blog post from our Chief People Officer, Melanie Rosenwasser.
US Zone 1
This role is not available in Zone 1
US Zone 2
$259,300—$350,900 USD
US Zone 3
$230,500—$311,900 USD
Dropbox isn’t just a workplace—it’s a living lab for designing a more enlightened way of working. We’re a global community of bold visionaries and resourceful doers shaping the future of Dropbox and, in turn, the future of work. Our Virtual First model combines the autonomy of a distributed workplace with the power of human connection, creating space for meaningful work and lasting relationships. With a startup mindset and enterprise-level opportunities, we expect Dropbox employees to think critically, stay curious, and use modern tools, including AI, to improve how work gets done. Here, you can be who you are and grow into who you’re meant to be. You own your impact, helping make work more intuitive, joyful, and human for yourself and hundreds of millions of people worldwide. If you’re ready to push boundaries and challenge yourself, Dropbox is ready for you.
The Dropbox Customer Experience and Success (CXS) Team shapes how more than 700 million users and 575k teams worldwide interact with our products. We turn insights into actions, bringing empathy and expertise to every touchpoint. Our team embraces resourcefulness and curiosity, pushing boundaries—and ourselves—to improve the customer experience and ensure our customers achieve their desired outcomes with our products, leading to increased customer lifetime value, retention, and growth. Every team member contributes their unique perspective as we collaborate across the organization to amplify the customer voice. If you're passionate about bringing joy, humanity, and simplicity to how people interact with Dropbox, join our Customer Experience and Success team.
Dropbox’s Virtual First way of working is designed to help people do their best work with flexibility, autonomy, and connection. Day to day, teams work remotely with nonlinear schedules and core collaboration hours that support deep focus and individual working styles. We prioritize asynchronous communication to improve clarity, respect deep work time, and reduce unnecessary meetings. While remote work is the primary experience for our employees, we also prioritize intentional, in-person connection. We bring teams together through regular team gatherings, on-demand workspaces, and Dropbox Neighborhood events in order to strengthen team cohesion, foster creativity, and enhance momentum. Virtual First is built to provide the same access to opportunity, growth, and impact for everyone, regardless of location.
This role requires travel to offsites and various other team gatherings (approximately 5-10% of the year or 2-3 days per quarter). We provide advance notice when possible and encourage candidates to discuss any accommodation needs during the interview process.
I feel trusted at Dropbox. Here, I’m free to make decisions, own my work end-to-end, and contribute to the company beyond my role.
Dropbox has transformed my career, and I feel empowered to make an impact every single day. I love working with exceptional people in an environment that supports growth, innovation, and disruption.
Every day at Dropbox brings new opportunities to push myself: to try something different and grow my skillset. I’m encouraged at every step.
I know I’m making an impact when our products make users’ lives easier.
Everyone I met during the interview process was working on solving real problems. That’s what attracted me to Dropbox.
Virtual First defines how we work and what we create. By experiencing distributed work firsthand, we know how to make it more intuitive and human.
Dropbox is a global community where you can own your impact. From day one, you’re trusted to experiment boldly, sharpen your craft, and grow with the support of world-class teammates. With our start-up mindset and enterprise-level opportunities, you can be yourself while unlocking your potential.
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Dropbox is a file hosting service that provides cloud storage, file synchronization, personal cloud, and client software.