Renewals Strategy Principal Program Manager

ABOUT THE ROLE Dropbox is redefining how we support, retain, and grow our commercial customer base. As the Renewals Strategy Principal Program Manager, you will lead the transformation of our renewal operating model, driving retention and recurring revenue across direct, channel, and self‑serve channels. Your work will shape the long‑term customer lifecycle strategy, ensuring that every commercial account realizes ongoing value from Dropbox’s platform. You will partner with Customer Success, Sales, Revenue Operations, Finance, Product, Legal, and Engineering to build scalable programs, playbooks, and automation that enable Customer Success to own a significant portion of the renewal business. By leveraging data, AI, and process design, you will create a modern, efficient renewal experience that reduces churn, increases product adoption, and delivers measurable business outcomes. WHAT YOU'LL DO You will develop and execute Dropbox’s commercial retention strategy, identifying opportunities to improve customer outcomes and recurring revenue. You will design scalable renewal programs, operating rhythms, and best‑practice playbooks that empower Customer Success to proactively mitigate renewal risk. You will lead cross‑functional initiatives to enhance the end‑to‑end renewal experience, integrating product, sales, and engineering capabilities. You will establish data‑driven frameworks for forecasting, health scoring, and executive reporting, using insights to recommend strategic investments. You will influence senior leaders across the organization to align on retention priorities and operational improvements. WHAT YOU'LL NEED You bring 8+ years of experience in strategy, operations, or program management within a high‑growth SaaS or tech company, with a proven track record of designing and scaling customer retention programs. You possess strong analytical skills, comfortable building predictive models and dashboards that drive decision‑making. You are adept at translating complex data into clear, actionable insights for cross‑functional teams. You have experience implementing AI or automation to streamline renewal workflows and improve customer engagement. Excellent communication and stakeholder management skills are essential, as you will be a trusted advisor to senior leaders and a catalyst for change. WHY REMOTE Dropbox’s distributed culture empowers teams to work asynchronously across time zones, fostering a flexible schedule that balances productivity with personal commitments. Remote teams collaborate through robust digital tools, ensuring seamless communication and rapid iteration. The company values autonomy, accountability, and continuous learning, allowing you to shape your workday while contributing to a global mission. BENEFITS Health, dental, and vision coverage; generous paid time off and parental leave; remote stipend and equipment allowance; annual learning budget; equity and competitive base salary; access to wellness programs and mental health resources.