Scaled Customer Success Manager

* Remote \- US: Select locations * Remote * Customer Experience and Success * Full Time Dropbox is a Virtual First company. For this role, we are hiring in Zones 2 and 3\. Zones are determined by your zip code; if you’re within 100 miles of a listed metro area (straight\-line radius), you’re included in that Zone. Please ### **Your Zone** Check Read more about our Benefits. ### **Company Description** Dropbox isn’t just a workplace—it’s a living lab for designing a more enlightened way of working. We’re a global community of bold visionaries and resourceful doers shaping the future of Dropbox and, in turn, the future of work. Our Virtual First model combines the autonomy of a distributed workplace with the power of human connection, creating space for meaningful work and lasting relationships. With a startup mindset and enterprise\-level opportunities, we expect Dropbox employees to think critically, stay curious, and use modern tools, including AI, to improve how work gets done. Here, you can be who you are and grow into who you’re meant to be. You own your impact, helping make work more intuitive, joyful, and human for yourself and hundreds of millions of people worldwide. If you’re ready to push boundaries and challenge yourself, Dropbox is ready for you. ### **Team Description** The Dropbox Customer Experience and Success (CXS) Team shapes how more than 700 million users and 575k teams worldwide interact with our products. We turn insights into actions, bringing empathy and expertise to every touchpoint. Our team embraces resourcefulness and curiosity, pushing boundaries—and ourselves—to improve the customer experience and ensure our customers achieve their desired outcomes with our products, leading to increased customer lifetime value, retention, and growth. Every team member contributes their unique perspective as we collaborate across the organization to amplify the customer voice. If you're passionate about bringing joy, humanity, and simplicity to how people interact with Dropbox, join our Customer Experience and Success team. ### **Virtual First** Dropbox’s Virtual First way of working is designed to help people do their best work with flexibility, autonomy, and connection. Day to day, teams work remotely with nonlinear schedules and core collaboration hours that support deep focus and individual working styles. We prioritize asynchronous communication to improve clarity, respect deep work time, and reduce unnecessary meetings. While remote work is the primary experience for our employees, we also prioritize intentional, in\-person connection. We bring teams together through regular team gatherings, on\-demand workspaces, and Dropbox Neighborhood events in order to strengthen team cohesion, foster creativity, and enhance momentum. Virtual First is built to provide the same access to opportunity, growth, and impact for everyone, regardless of location. This role requires travel to offsites and various other team gatherings (approximately 5\-10% of the year or 2\-3 days per quarter). We provide advance notice when possible and encourage candidates to discuss any accommodation needs during the interview process. ### **AI Fluency** AI fluency is a core part of how we work and grow. It’s not about being an expert—it’s about using these tools thoughtfully and effectively to improve your work and support others. We look for four key behaviors in candidates: * **Ownership**: You use AI responsibly by protecting data, applying sound judgment, and taking accountability for the quality and accuracy of your work. * **Experimentation:** You explore new AI capabilities and apply them to improve workflows within approved tools and practices. * **Leverage:** You use AI to enhance thinking, improve efficiency, and increase your impact and your team’s. * **Learning:** You stay current on emerging AI tools and trends, continuously build your skills, and share what you learn with others. Together, these behaviors help build a workforce where technology amplifies human judgment, creativity, and impact. Dropbox supports responsible use of AI for preparation, but misrepresentation of skills or experience is not permitted. 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.