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Own regional Sales Operations infrastructure, including territory and quota planning, forecasting governance, pipeline inspection, CRM hygiene, executive reporting, and operational improvements. Partner with sales leadership, finance, compensation, systems, analytics, and enablement to improve coverage, forecast accuracy, workflow automation, and execution across multiple sales channels.
Top Skills:
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Artificial Intelligence • Cloud • Consumer Web • Productivity • Software • App development • Data Privacy
Owns post-sale relationships for a portfolio of B2B SaaS customers, driving adoption, value realization, retention, renewals, and net revenue retention. Builds executive stakeholder relationships, develops mutual success plans, leads business reviews and renewal strategies, identifies customer risks, and coordinates with Sales and cross-functional teams to improve outcomes and support growth.
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Artificial Intelligence • Cloud • Consumer Web • Productivity • Software • App development • Data Privacy
Own Dropbox’s customer evidence program, including customer advocacy, case studies, ROI studies, testimonials, peer reviews, and competitive proof. Set editorial standards, direct agency partners, manage the sales content library, deploy evidence into active enterprise deals, and measure its impact on pipeline, win rates, adoption, and sales-cycle velocity. Partner with Sales, Customer Success, Marketing Operations, and product teams to prioritize evidence and report performance.
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Role Description
As a Customer Insights & Strategy Manager focused on the Voice of the Customer (VOC) and Customer Experience (CXS) organization, you will translate customer feedback and satisfaction data into clear business insights that drive prioritization, investment, and operational action across the business.
This role sits at the intersection of customer insights, analytics, and strategy, with a strong emphasis on connecting customer experience to measurable business outcomes such as cost, retention, and revenue impact.
You’ll play a critical role in shaping how customer insights influence decisions at scale. You’ll gain exposure to senior leaders across multiple teams, build high-visibility analytical frameworks, and help define how customer experience investment is prioritized across the organization.
Responsibilities- Develop and maintain frameworks that connect CSAT and VOC insights to retention, expansion, and revenue impact
- Quantify cost-to-support by product area and contact channel in partnership with Support Operations
- Produce quarterly, executive-ready reporting on customer experience and cost drivers
- Establish and maintain an operational cadence with Global Sales team to surface, track, and prioritize customer-impacting issues
- Drive CSAT survey strategy improvements, including sampling distribution, survey delivery, and measurement quality
- Collaborate with VOC and cross-functional partners to inform prioritization and advocacy using prioritized impact measurements
- Partner with cross-functional leaders to translate customer insights into clear recommendations and tradeoffs
- 8+ years of experience in customer insights, business analytics, strategy, or operations roles within a SaaS organization
- Demonstrated ability to translate qualitative customer feedback into quantitative analysis
- Ability to synthesize data into clear narratives that inform prioritization and decision-making
- Experience building analytical frameworks that inform prioritization or investment decisions
- Experience with data analysis and reporting (e.g., SQL, Excel, BI tools)
- Experience working cross-functionally with Support, CX, Operations, or Product teams
- Ability to communicate complex insights clearly to senior stakeholders
- Strong problem-solving skills with a bias toward action and decision enablement
- Ability to lead internal change management efforts
- Familiarity with customer support metrics, cost-to-serve models, or operational analytics
- Experience linking CSAT or NPS to retention, churn, or revenue outcomes
- Exposure to experimentation, survey design, or customer research methods
- Bachelor’s degree in a relevant field (or equivalent practical experience)
US Zone 1
This role is not available in Zone 1
US Zone 2
$143,800—$194,600 USD
US Zone 3
$127,800—$173,000 USD
Dropbox San Francisco, California, USA Office
Though remote is our primary way of working, meaningful in-person connection and collaboration is a critical part of Virtual First. Our San Francisco Studio is a place for teams to come together to host meetings, off-sites, and build community.
What you need to know about the San Francisco Tech Scene
San Francisco and the surrounding Bay Area attracts more startup funding than any other region in the world. Home to Stanford University and UC Berkeley, leading VC firms and several of the world’s most valuable companies, the Bay Area is the place to go for anyone looking to make it big in the tech industry. That said, San Francisco has a lot to offer beyond technology thanks to a thriving art and music scene, excellent food and a short drive to several of the country’s most beautiful recreational areas.
Key Facts About San Francisco Tech
- Number of Tech Workers: 365,500; 13.9% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Google, Apple, Salesforce, Meta
- Key Industries: Artificial intelligence, cloud computing, fintech, consumer technology, software
- Funding Landscape: $50.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Sequoia Capital, Andreessen Horowitz, Bessemer Venture Partners, Greylock Partners, Khosla Ventures, Kleiner Perkins
- Research Centers and Universities: Stanford University; University of California, Berkeley; University of San Francisco; Santa Clara University; Ames Research Center; Center for AI Safety; California Institute for Regenerative Medicine
