Customer Success Manager(カスタマーサクセスマネージャー)

Tokyo, Japan

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’s Customer Success bring our customers a unique mix of technical and business insight to help accelerate deployment and adoption of Dropbox. You will have an opportunity to drive quantifiable impact on our business by helping our customers transform how they work, and as a result, increasing Dropbox’s renewal and upsell rates. As a Customer Success Manager, you be responsible for customer retention in teams supported by our global sales and channel team. 


As a Customer Success Manager, you will be a powerful advocate that solves problems and finds opportunities on behalf of the customer and Dropbox. The Customer Success Manager is focused on deplyment, adoption and business transformation with our leading accounts. Dropbox’s Customer Success Managers have an entrepreneurial attitude and have a confirmed ability to influence decision makers. They are tenacious, have foresight to identify potential issues and solve them before they arise. As a key driver for Dropbox’s rapid growth in the Enterprise market, Customer Success Managers will work with the world’s leading companies and have experience in driving transformation programs
  • Drive license adoption and active usage within key accounts
  • Ensure renewal for key accounts by driving deployment and adoption
  • Generate opportunities for upsell and reference within key accounts
  • Be a trusted and knowledgeable advisor for customers’ IT and business leadership
  • Build and maintain strong, long-lasting customer relationships with key partners and executive sponsors
  • Manage and solve conflicts affecting the account
  • Coordinate, facilitate and operate across internal teams at Dropbox and external partners as the deployment & adoption lead for an account
  • Ensure timely and successful delivery of solutions according to customer needs and objectives
  • Communicate the progress of an account plan internally and externally
  • Forecast and track key deployment and adoption metrics
  • Represent the customer internally -advocating product and process changes
  • Collaborate closely with Solution Architects and Technical Architects in identifying optimal solutions for customers.
  • お客様がライセンスの使用率を高め、サービスを活発に使用していただくように促進する
  • 積極的に提案、アドバイスをすることで、お客様に持続的にサービスを活用いただき、更新につなげる
  • 主要なアカウント内でアップセルと更新の機会を生み出す
  • お客様へのITおよびビジネスリーダーシップの信頼できる知識豊富なアドバイザーになる
  • 主要なパートナーやエグゼクティブスポンサーとの長期にわたる強力な顧客関係の構築および維持
  • アカウントに影響する競合の管理と解決
  • 新規顧客の導入のリードとして、Dropboxの内部チームと外部パートナーを調整・促進・運用する
  • お客様のニーズと目的に応じたソリューションを敏速に提供する
  • ソリューションアーキテクトおよびテクニカルアーキテクトと密に連携して、お客様に最適なソリューションを特定・提供する


  • 5-7+ years of enterprise software or SaaS account management experience with a demonstrated track record of success
  • Working knowledge of developing account plans or project plans to deliver technology driven business transformations
  • Excellent written and verbal communication skills in Japanese and English-- validated through written, verbal and presentation delivery-- to audiences ranging from end users, help-desk professionals to Senior executives
  • Successfully sold and/or managed technology software solutions
  • A strong desire to learn and define an emerging function in a rapidly growing and dynamic startup environment
  • Passionate about customer success and making life simpler with technology
  • Familiarity with sales cycles in ambitious markets
  • Avid Dropbox user and a vocal technology evangelist
  • エンタープライズソフトウェアまたはSaaSアカウント管理の経験と実証済みの成功実績5年以上
  • ビジネス変革を実現するためのアカウントプランまたはプロジェクトプランの開発に関する実務知識
  • 書面・口頭・プレゼンテーションでの日本語と英語の優れたコミュニケーションスキル
  • テクノロジーソフトウェアソリューションの営業、またはカスタマーマネージメント経験
  • エンドユーザー、ヘルプデスクの専門家から上級管理職に至るまでの幅広い対象者との信頼を築くことが出来る
  • 顧客の成功に情熱を持ち、テクノロジーで生活をシンプルにすることにやりがいを感じる
  • 急速に成長し、動きの速いスタートアップ環境で新たな機能を学び、定義したいという強い願望
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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