Renewals Strategy Principal Program Manager
Leads commercial retention strategy and the transformation of Dropbox’s renewal operating model, building scalable programs, playbooks, forecasting frameworks, and automation. Requires 10+ years in SaaS strategy, renewals, customer success, revenue operations, or commercial operations, with strong analytical and executive stakeholder skills.
About the job
Responsibilities
- Lead commercial customer retention strategy, identifying opportunities to improve customer outcomes and recurring revenue.
- Develop scalable retention programs, renewal strategies, and customer lifecycle initiatives that improve customer health, product adoption, and renewal rates.
- Evolve the renewal operating model as Customer Success assumes ownership of commercial renewals.
- Design playbooks, operating rhythms, and best practices to proactively identify and mitigate renewal risk.
- 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 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 and recommend strategic investments.
- Lead cross-functional customer lifecycle initiatives and influence senior leaders on retention priorities and operational improvements.
Requirements
- 10+ years of experience in SaaS strategy, renewals, customer lifecycle management, customer success, revenue operations, or commercial operations.
- Experience designing, building, or scaling renewal, retention, or recurring revenue programs in 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 initiatives or organizational transformations from concept through operational execution.
- Ability to lead complex cross-functional programs and influence senior stakeholders without direct authority.
- Strong strategic thinking and ability to translate strategy into operational execution.
- Excellent executive communication and stakeholder management skills.
- Strong analytical skills and experience using data to drive decisions, prioritize investments, and measure outcomes.
Nice-to-haves
- Experience working within or alongside Customer Success organizations.
- Experience supporting multi-product SaaS portfolios.
- Experience implementing renewal and retention playbooks or lifecycle revenue frameworks.
- Exposure to usage-based or hybrid SaaS pricing models.
- AI fluency, judgment, adaptability, awareness, and relationship-building skills.
Compensation
- US Zone 2: $259,300–$350,900 USD.
- US Zone 3: $230,500–$311,900 USD.
Skills
Saas Strategy, Renewal Strategy, Customer Retention, Customer Success, Revenue Operations, Forecasting, Recurring Revenue, Lifecycle Management, Data Analytics, Artificial Intelligence, Automation, Operating Models, Cross-Functional Programs, Stakeholder Management, Executive Reporting
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