Customer Lifecycle Strategy, Analyst

San Francisco, CA

Company Description

Dropbox is the world’s first smart workspace that helps people and teams focus on the work that matters. With more than 600 million registered users across 180 countries, we’re on a mission to design a more enlightened way of working. Dropbox is headquartered in San Francisco, CA, and has 12 offices around the world.

Team Description

Our Sales & Channel team shares Dropbox Business with enterprises around the world and helps them understand the power Dropbox offers to teams at scale. We’re a collaborative and empathetic sales team, focused on understanding what businesses need to work better together.

Role Description

Dropbox is looking for a Customer Lifecycle Strategy Analyst to build, implement, monitor, and refine tech touch campaigns that provide programmatic Tech Touch customer success services at scale for our customers. In this role, you will be responsible for designing the tech touch campaigns, A/B testing and iterating, and monitoring and reporting. Additionally you will partner with your team to develop tech touch strategies for customer success across the customer lifecycle to onboard, engage, renew, and expand our customers. You will design, build, and execute, as well as partner closely with Customer Success, Marketing, Engineering Product & Design, and Customer Education to build and launch tech touch programs across multiple channels, including in-product, email, web, and chat.

Responsibilities

  • Act as primary owner to build, implement, monitor, and refine tech touch (e.g., in-product, email, web, etc.) campaigns
  • Lead A/B testing, experimentation, and iteration of tech touch campaigns
  • Lead monitoring and reporting of key performance indicators for executive leadership
  • Help develop tech touch strategies for customer success across various segments
  • Surface analytical insights through actively identifying trends, assessing root causes of change, and finding opportunities for optimization

Requirements

  • 2-4+ experience B2B and/or B2C digital marketing and marketing automation for a technology company
  • Technically savvy with ability to build, test, implement, and refine tech touch customer success capabilities
  • Experience in audience segmentation
  • Strong proficiency in SQL
  • Strong analytics and excel skills
  • Experience in lifecycle marketing tools (e.g., Marketo, Bluemail, Outreach)
  • Experience in data visualization tools (e.g., Tableau)
  • Strong communication skills and ability to clearly articulate impact
  • Ability to influence and work cross-functionally across multiple internal teams
  • Experience and/or working knowledge of customer success programs
  • Bachelor’s or Master’s Degree in Computer Science, Math, Statistics, Engineering, Economics, Business, or related discipline

Benefits and Perks

  • 100% company paid individual medical, dental, & vision insurance coverage
  • 401k + company match
  • Market competitive total compensation package
  • Free Dropbox space for your friends and family
  • Wellness Reimbursement
  • Generous vacation policy
  • 10 company paid holidays
  • Volunteer time off 
  • Company sponsored tech talks (technology and other relevant professional topics)
Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, Latinx, Pridebox (LGBTQ), Vets at Dropbox, Women at Dropbox, ATX Diversity (based in Austin, Texas) and the Dropbox Empowerment Network (based in Dublin, Ireland).

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