Scaled Customer Success Manager
Dropbox DocSend
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Manage the growth and renewal of a ~100 accounts nationwide portfolio with a data-driven approach.
- Monitor district health scores and usage data to assess risks and opportunities, identifying appropriate course of action.
- Identify opportunities to automate processes and build scalable customer success strategies to manage a large customer base efficiently.
- Work cross-functionally to develop and optimize digital workflows that help drive adoption, expansion, and renewal.
- Act as a trusted digital advisor to customers, even at scale, to ensure they are achieving their business goals with the product.
- Track, report, and optimize KPIs related to digital customer success initiatives.
- Understand client business priorities, goals, and risks
- Craft business-aligned success plans for expansions
- Escalate early risks and own mitigation strategies using data and evidence
- Connect the dots between product capabilities and district needs, presenting bold but grounded paths forward
- Own the account plan and narrative: 'Here’s where you are. Here’s where we’re going. Here’s what greatness could look like.'
- Build and deploy strategies to earn trust across multiple stakeholders —from cabinet-level leaders to operational doers at scale
- Maintain account momentum by aligning internal teams and clients around shared goals
- Use data and storytelling to show progress, drive adoption, and frame impact, communicating that effectively through digital channels
- Identify new use cases and opportunities for expansion that are tied to business outcomes
- Step into complex or ambiguous challenges and provide structure, clarity, and a confident path forward
- Hold both clients and internal teams accountable to timelines, outcomes, and commitments
- Escalate when needed, but more importantly, unblock proactively.
Requirements
- 4-8 years in customer success with at least 2 years of experience working with large portfolios (~100 accounts)
- Demonstrated success in managing and expanding customer accounts and experience preventing churn under difficult circumstances
- Strong analytical and problem-solving skills, with the ability to identify trends and drive data-informed decisions
- Experience implementing solutions, driving change management, and evangelizing outcomes
- Early-stage startup experience, or experience working in an entrepreneurial environment
- Experience driving success when working with highly complex organizations, ideally in K12
- Highly developed Growth Mindset, Intrinsic Motivation, Emotional Intelligence, Accountability, and Systemic Thinking skills.
Benefits
- Flexible work arrangements
- Professional development
- Support for K-12 education initiatives
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysiscustomer success strategieschange managementKPI trackingdigital workflowsautomationrisk assessmentaccount managementexpansion planningproblem-solving
Soft skills
analytical skillscommunicationemotional intelligenceaccountabilitygrowth mindsetintrinsic motivationsystemic thinkingtrust buildingstakeholder managementstorytelling