Renewals Strategy Principal Program Manager

About this role

Role Description

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.

Responsibilities

• 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, Finan