Customer Success Manager — Japanese & Korean Speaking (Remote)

Dropbox is hiring a Customer Success Manager to own post-sale strategy and relationships for a portfolio of customers across Japan and Korea. You will help customers get measurable value from their investment while driving adoption, retention, growth, and Net Revenue Retention. This is a remote role based in Japan.

What you will do

• Build relationships across customer organizations, acting as a trusted advisor to executive sponsors, business leaders, technical administrators, and other stakeholders.
• Own customer strategy across your portfolio, setting priorities and driving adoption, value realization, stakeholder engagement, retention, and growth.
• Learn the Dropbox platform well enough to engage IT administrators on product capabilities, security, configuration, integrations, governance, and customer workflows.
• Translate customers' technical environments and business requirements into practical use cases, recommendations, and feedback for internal teams.
• Lead product education, use-case development, Success Business Reviews, and value-based renewal discussions that connect Dropbox capabilities to business outcomes.
• Work with Sales and cross-functional teams on account strategy, removing technical and commercial blockers, mitigating renewal risks, and identifying expansion opportunities.
• Use customer feedback, product usage, business context, and stakeholder engagement to prioritize actions and contribute to repeatable playbooks.

What they are looking for

• 4+ years in B2B SaaS Customer Success, Account Management, Solutions Consulting, Professional Services, or a similar customer-facing role, with experience driving adoption and business value, managing ongoing relationships, and engaging technical stakeholders.
• Business and commercial acumen, with willingness to develop the skills to own assigned customer renewals from 2027, including early renewal planning, commercial discussions, and coordination with Sales.
• Technical aptitude and product curiosity: able to learn SaaS products, customer environments, configurations, and workflows, and comfortable investigating unfamiliar technical questions.
• Ability to build relationships from technical administrators to executives and manage a portfolio across Japan and Korea. The initial split is expected to be about 80% Japan and 20% Korea, adjustable based on business and customer needs.
• Analytical and problem-solving skills, using customer insights, usage data, and business context to assess customer health, spot renewal risks, and recommend practical solutions.
• A proactive self-starter who ramps up quickly, seeks out information, handles ambiguity, and moves customer plans forward without close day-to-day direction. Able to collaborate with Sales, Product, Support, Legal, Finance, and other teams.
• 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 work with global teams in English.
• Willingness to travel for customer visits in Japan and Korea and internationally for company offsites and sales kickoffs.

Preferred qualifications

• Experience owning or contributing to renewals and retention, including identifying risk, coordinating mitigation plans, and supporting successful renewal outcomes.
• Experience managing strategic customer relationships with multiple stakeholders, complex decision-making, and changing priorities, ideally in Japan or Korea.
• Experience developing and presenting executive business reviews that connect adoption and customer outcomes to business value.
• Experience working with channel partners and partner-led customer relationships.
• Familiarity with CRM, customer-success, health-scoring, or renewal-management systems, and using usage data or ROI analysis to guide retention and growth.
• Experience with multiple SaaS products, and interest in or familiarity with generative AI and related technologies.

About Dropbox

Dropbox describes durable skills as awareness, judgment, adaptability, and connection, and says AI fluency means using these tools to amplify human judgment rather than replace it. The listing ends with a Compensation heading but does not include pay details.