Renewals Strategy Principal Program Manager

Dropbox is entering a new chapter in customer retention, with Customer Experience & Success (CXS) taking ownership of commercial renewals. As the Renewals Strategy Principal Program Manager, you'll lead the strategy, operating model, and execution behind this transformation, partnering with Customer Success, Sales, Revenue Operations, Finance, Product, Legal, and Engineering. You'll design scalable retention programs, playbooks, and automation, leveraging AI and data to reduce churn and drive recurring revenue.

• Lead Dropbox's retention strategy for commercial customers, identifying opportunities to improve customer outcomes and recurring revenue.
• Develop scalable retention programs, renewal strategies, and customer lifecycle initiatives that increase customer health, product adoption, and renewal rates.
• Partner with Customer Success and Sales leadership to evolve the renewal operating model as Customer Success assumes ownership of commercial renewals.
• Design playbooks, operating rhythms, and best practices that enable Customer Success to proactively identify and mitigate renewal risk.
• Identify opportunities to leverage AI, automation, and technology to improve customer engagement, reduce manual work, and increase operational efficiency.
• Partner with Product, Sales, Revenue Operations, Finance, Legal, and Engineering to improve the end-to-end customer renewal experience.
• Establish data-driven frameworks for renewal forecasting, customer health, retention analytics, and executive reporting.
• Analyze customer behavior and renewal performance to identify trends, recommend strategic investments, and continuously improve retention outcomes.
• Lead cross-functional initiatives that improve customer lifecycle management and drive long-term recurring revenue growth.
• Influence senior leaders across the business to align on customer retention priorities and operational improvements.

• 10+ years of experience in SaaS strategy, renewals, customer lifecycle management, customer success, revenue operations, or commercial operations.
• Experience designing, building, or scaling renewal, retention, or recurring revenue programs within a B2B SaaS environment.
• Deep expertise in renewal strategy, forecasting, customer retention, and recurring revenue operations.
• Experience building scalable operating models, processes, playbooks, governance, or customer programs that improved business performance.
• Experience leading new initiatives or organizational transformations from concept through operational execution.
• Proven ability to lead complex cross-functional programs and influence senior stakeholders without direct authority.
• Strong strategic thinking with a demonstrated ability to translate strategy into operational execution.
• Excellent executive communication and stakeholder management skills.
• Strong analytical skills with experience using data to drive operational decisions, prioritize investments, and measure business outcomes.

• Experience working within or alongside Customer Success organizations
• Experience supporting multi-product SaaS portfolios
• Experience implementing renewal and retention playbooks or lifecycle revenue frameworks
• Exposure to evolving SaaS pricing models such as usage-based or hybrid pricing

US Zone 2: $259,300—$350,900 USD
US Zone 3: $230,500—$311,900 USD