Principal Program Manager, Renewals Strategy

September 26, 2026

Other Jobs To Apply

No other job posts for this day.

Job Description:

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 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 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 improve retention outcomes
Lead cross-functional initiatives that improve customer lifecycle management and drive long-term recurring revenue growth
Influence senior leaders to align on customer 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 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 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
Preferred: Experience working within or alongside Customer Success organizations
Preferred: Experience supporting multi-product SaaS portfolios
Preferred: Experience implementing renewal and retention playbooks or lifecycle revenue frameworks
Preferred: Exposure to evolving SaaS pricing models such as usage-based or hybrid pricing

Benefits:

Back to blog

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...