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Customer Success Manager — Japanese & Korean Speaking (Remote)

October 7, 2026

<h2 class="p1">Role Description</h2> As a Customer Success Manager at Dropbox, you will own the post-sale customer strategy and relationship for a portfolio of customers. You will help customers realize measurable value from their investment while driving product adoption, retention, growth, and Net Revenue Retention (NRR). <div>You will serve as a trusted advisor throughout the customer journey, developing a deep understanding of each customer’s business priorities, technical environment, key stakeholders, and evolving needs. Using customer insights, product adoption signals, stakeholder relationships, and demonstrated business value, you will proactively set priorities, address risks, and identify opportunities to strengthen the customer’s long-term partnership with Dropbox.</div> <div> </div> <div>You will develop strong technical fluency across the Dropbox platform and engage confidently with IT administrators on product capabilities, security, configuration, integrations, governance, and customer workflows. You will help translate customers’ business and technical requirements into practical use cases, recommendations, and actionable insights for internal teams.</div> <div>You will partner closely with Sales and cross-functional teams to align on account strategy, navigate technical and commercial complexities, mitigate renewal risks, identify appropriate growth opportunities, and deliver successful customer outcomes.</div> <div> </div> <div>The successful candidate is results-driven, commercially minded, technically savvy, and customer-focused. They are comfortable navigating complex customer organizations, taking ownership of customer strategy, and influencing both technical and business stakeholders. They bring strong Customer Success experience and a demonstrated ability to drive adoption, manage risk, support successful renewals, and deliver measurable retention and growth outcomes in a B2B SaaS environment.</div> <h2 class="p1">Responsibilities</h2> <ul> <li>Build strong relationships across customer organizations, serving as a trusted advisor to executive sponsors, business leaders, technical administrators, and other key stakeholders.</li> <li>Take ownership of the customer strategy across an assigned portfolio, setting priorities and proactively driving adoption, value realization, stakeholder engagement, retention, and growth.</li> <li>Develop strong technical fluency across the Dropbox platform and confidently engage with IT administrators on questions involving product capabilities, security, configuration, integrations, governance, and customer workflows.</li> <li>Understand customers’ technical environments and business requirements, helping translate them into practical use cases, recommendations, and actionable feedback for internal teams.</li> <li>Lead strategic customer engagements—including product education, use-case development, Success Business Reviews, and value-based renewal discussions—that connect Dropbox capabilities to business outcomes.</li> <li>Partner closely with Sales and cross-functional teams to develop account strategies, remove technical and commercial blockers, mitigate renewal risks, and identify appropriate expansion opportunities.</li> <li>Use customer feedback, product usage, business context, and stakeholder engagement to prioritize actions, represent the voice of the customer, and contribute to repeatable playbooks and best practices.</li> </ul> <h2 class="p1">Requirements</h2> <ul> <li>4+ years of experience in B2B SaaS Customer Success, Account Management, Solutions Consulting, Professional Services, or a comparable customer-facing role, with experience driving product adoption and business value, managing ongoing customer relationships, and engaging technical stakeholders.</li> <li>Business and commercial acumen, with a willingness to develop the skills needed to own assigned customer renewals from 2027, including early renewal planning, commercial discussions, and coordination with Sales and relevant teams to support retention and identify appropriate growth opportunities.</li> <li>Technical aptitude and product curiosity, with the ability to learn SaaS products, customer environments, configurations, and workflows. Comfortable engaging with IT administrators, investigating unfamiliar technical questions, and translating product capabilities into practical guidance.</li> <li>Ability to build relationships across customer organizations, from technical administrators to executive stakeholders, and manage a portfolio across Japan and Korea. The initial allocation is expected to be approximately 80% Japan and 20% Korea, with flexibility to adjust based on business and customer needs.</li> <li>Analytical and problem-solving skills, with the ability to use customer insights, usage data, and business context to assess customer health, identify renewal risks, prioritize actions, and recommend practical solutions.</li> <li>A proactive self-starter who can ramp up quickly, seek out information, navigate ambiguity, and take ownership of moving customer plans forward without close day-to-day direction. Able to build effective working relationships and collaborate with Sales, Product, Support, Legal, Finance, and other teams.</li> <li>Bachelor's degree or equivalent practical experience.</li> <li><span class="thread-930165132476923083180258 attrcomment attrcommentfirst thread-930165132476923083180258-first author-d-iz88z86z86za0dz67zz78zz78zz74zz68zjz80zz71z9iz90z9z84zhz75z1z69z2z67zz75zq4z65zudz69zz81z4z89zhz66zrz89zu8vkwz71zz78zfr">Fluent spoken and written Japanese, including business communication.</li> <li><span class="thread-930165132476923083180258 attrcomment attrcommentfirst thread-930165132476923083180258-first author-d-iz88z86z86za0dz67zz78zz78zz74zz68zjz80zz71z9iz90z9z84zhz75z1z69z2z67zz75zq4z65zudz69zz81z4z89zhz66zrz89zu8vkwz71zz78zfr">Business-level Korean and English.</li> <li><span class="thread-930165132476923083180258 attrcomment attrcommentfirst thread-930165132476923083180258-first author-d-iz88z86z86za0dz67zz78zz78zz74zz68zjz80zz71z9iz90z9z84zhz75z1z69z2z67zz75zq4z65zudz69zz81z4z89zhz66zrz89zu8vkwz71zz78zfr">Ability to engage customers in Japanese and Korean and collaborate with global teams in English.</li> <li><span class="thread-930165132476923083180258 attrcomment attrcommentfirst thread-930165132476923083180258-first author-d-iz88z86z86za0dz67zz78zz78zz74zz68zjz80zz71z9iz90z9z84zhz75z1z69z2z67zz75zq4z65zudz69zz81z4z89zhz66zrz89zu8vkwz71zz78zfr">Willingness to travel for customer visits in Japan and Korea, and internationally for company offsites and sales kickoffs.</li> </ul> <h2>Preferred Qualifications</h2> <ul> <li>Experience owning or contributing to customer renewals and retention, with examples of identifying risk, coordinating mitigation plans, demonstrating customer value, and supporting successful renewal outcomes.</li> <li>Experience managing strategic customer relationships with multiple stakeholders, complex decision-making processes, and changing business priorities, ideally in Japan or Korea.</li> <li>Experience developing and presenting executive business reviews that connect product adoption and customer outcomes to business value and continued investment.</li> <li>Experience working with channel partners and navigating partner-led customer relationships.</li> <li>Familiarity with CRM, customer-success, health-scoring, or renewal-management systems, and experience using customer usage data or ROI analysis to guide retention and growth opportunities.</li> <li>Experience working with multiple SaaS products, and an interest in or familiarity with generative AI and related technologies.</li> </ul> <div> <div> <h2>Durable Skills</h2> </div> </div> AI fluency means using these tools to amplify human judgment, not replace it. We believe people with these skills will thrive as work and technology continue to evolve: <ul class="listtype-bullet listindent1 list-bullet1" data-testid="bullet-list" data-test-indentation="1"> <li>Awareness: Understand yourself and others.</li> <li>Judgment: Evaluate information and make decisions in complex situations.</li> <li>Adaptability: Learn, adjust, and stay effective through change.</li> <li>Connection: Communicate, collaborate, and build trust.</li> </ul> To learn more about why these skills matter and what the data shows about thriving through change, read this <a class="attrlink" href="" target="_blank" data-target-href="">blog post</a> from our Chief People Officer, Melanie Rosenwasser. <h2>Compensation</h2>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...