[Remote] Renewals Strategy Principal Program Manager

August 31, 2026

Note: The job is a remote job and is open to candidates in USA. Dropbox is a global technology company that provides collaboration and file-sharing products to individuals and teams worldwide. The Renewals Strategy Principal Program Manager will lead commercial customer retention strategy, modernize the renewal operating model, and develop scalable programs, playbooks, analytics, and automation to improve customer outcomes and recurring revenue. The role partners cross-functionally with Customer Success, Sales, Revenue Operations, Finance, Product, Legal, and Engineering to reduce churn and strengthen the customer lifecycle.

Responsibilities

Lead Dropbox's retention strategy for commercial customers, identifying opportunities to improve customer outcomes and recurring revenue
Develop scalable retention programs, renewal strategies, and customer lifecycle initiatives that increase customer health, product adoption, and renewal rates
Partner with Customer Success and Sales leadership to evolve the renewal operating model as Customer Success assumes ownership of commercial renewals
Design playbooks, operating rhythms, and best practices that enable Customer Success to proactively identify and mitigate renewal risk
Identify opportunities to 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 customer 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, recommend strategic investments, and continuously improve retention outcomes
Lead cross-functional initiatives that improve customer lifecycle management and drive long-term recurring revenue growth
Influence senior leaders across the business to align on customer retention priorities and operational improvements

Skills

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 within 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 new initiatives or organizational transformations from concept through operational execution
Proven ability to lead complex cross-functional programs and influence senior stakeholders without direct authority
Strong strategic thinking with a demonstrated ability to translate strategy into operational execution
Excellent executive communication and stakeholder management skills
Strong analytical skills with experience using data to drive operational decisions, prioritize investments, and measure business outcomes
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 evolving SaaS pricing models such as usage-based or hybrid pricing

Benefits

All regular employees are also eligible for the corporate bonus program.
All regular employees are also eligible for stock in the form of Restricted Stock Units (RSUs).
Dropbox’s Virtual First way of working provides flexibility, autonomy, and connection, with teams working remotely, nonlinear schedules, and core collaboration hours.
Dropbox brings teams together through regular team gatherings, on-demand workspaces, and Dropbox Neighborhood events.

Company Overview

Dropbox is a smart workspace company that provides secure file sharing, collaboration, and storage solutions. It was founded in 2007, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is

Company H1B Sponsorship

Dropbox has a track record of offering H1B sponsorships, with 47 in 2026, 116 in 2025, 101 in 2024, 103 in 2023, 166 in 2022, 197 in 2021, 157 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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