Customer Success Manager — Japan

The role

You will own the post-sale customer strategy and relationship for a portfolio of customers. You will drive product adoption, retention, growth, and Net Revenue Retention for Dropbox.

What you will do

• Build strong relationships across customer organizations as a trusted advisor.
• Take ownership of customer strategy across an assigned portfolio.
• Develop technical fluency across the Dropbox platform.
• Engage with IT administrators on product capabilities, security, configuration, integrations, governance, and workflows.
• Translate customer technical environments and business requirements into practical use cases.
• Lead strategic customer engagements including product education and Success Business Reviews.
• Partner with Sales and cross-functional teams to develop account strategies and mitigate renewal risks.
• Use customer feedback and usage data to prioritize actions and represent the voice of the customer.

Required qualifications

• 4+ years of experience in B2B SaaS Customer Success, Account Management, Solutions Consulting, Professional Services, or a comparable customer-facing role.
• Business and commercial acumen.
• Technical aptitude and product curiosity.
• Ability to manage a portfolio across Japan and Korea.
• Analytical and problem-solving skills.
• Proactive self-starter.
• Bachelor's degree or equivalent practical experience.
• Fluent spoken and written Japanese, including business communication.
• Business-level Korean and English.
• Ability to engage customers in Japanese and Korean and collaborate with global teams in English.
• Willingness to travel for customer visits in Japan and Korea, and internationally for company offsites and sales kickoffs.

Nice to have

• Experience owning or contributing to customer renewals and retention.
• Experience managing strategic customer relationships with multiple stakeholders, ideally in Japan or Korea.
• Experience developing and presenting executive business reviews.
• Experience working with channel partners and navigating partner-led customer relationships.
• Familiarity with CRM, customer-success, health-scoring, or renewal-management systems.
• Experience working with multiple SaaS products, and an interest in or familiarity with generative AI and related technologies.

About the company

Dropbox is the employer for this Customer Success Manager role.