Renewals Strategy Principal Program Manager

Overview

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 s

What you'll do

• 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.

Requirements

• 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.

Skills