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

Requirements

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

Preferred Qualifications

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)

Compensation

Ireland Pay Range

€85.400—€115.600 EUR

The range listed above is the expected annual salary/OTE (On-Target Earnings) for this role, subject to change. Please note, OTE are for sales roles only.

Salary/OTE is just one component of Dropbox’s total rewards package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).

Dropbox is a Virtual First company and is open to hiring candidates in all authorized locations.

Company Description

Dropbox isn’t just a workplace—it’s a living lab for designing a more enlightened way of working. We’re a global community of bold visionaries and resourceful doers shaping the future of Dropbox and, in turn, the future of work. Our Virtual First model combines the autonomy of a distributed workplace with the power of human connection, creating space for meaningful work and lasting relationships. With a startup mindset and enterprise-level opportunities, we expect Dropbox employees to think critically, stay curious, and use modern tools, including AI, to improve how work gets done. Here, you can be who you are and grow into who you’re meant to be. You own your impact, helping make work more intuitive, joyful, and human for yourself and hundreds of millions of people worldwide. If you’re ready to push boundaries and challenge yourself, Dropbox is ready for you.

Team Description

The Dropbox Customer Experience and Success (CXS) Team shapes how more than 700 million users and 575k teams worldwide interact with our products. We turn insights into actions, bringing empathy and expertise to every touchpoint. Our team embraces resourcefulness and curiosity, pushing boundaries—and ourselves—to improve the customer experience and ensure our customers achieve their desired outcomes with our products, leading to increased customer lifetime value, retention, and growth. Every team member contributes their unique perspective as we collaborate across the organization to amplify the customer voice. If you're passionate about bringing joy, humanity, and simplicity to how people interact with Dropbox, join our Customer Experience and Success team.

Virtual First

Dropbox’s Virtual First way of working is designed to help people do their best work with flexibility, autonomy, and connection. Day to day, teams work remotely with nonlinear schedules and core collaboration hours that support deep focus and individual working styles. We prioritize asynchronous communication to improve clarity, respect deep work time, and reduce unnecessary meetings. While remote work is the primary experience for our employees, we also prioritize intentional, in-person connection. We bring teams together through regular team gatherings, on-demand workspaces, and Dropbox Neighborhood events in order to strengthen team cohesion, foster creativity, and enhance momentum. Virtual First is built to provide the same access to opportunity, growth, and impact for everyone, regardless of location.

This role requires travel to offsites and various other team gatherings (approximately 5-10% of the year or 2-3 days per quarter). We provide advance notice when possible and encourage candidates to discuss any accommodation needs during the interview process.

Dropbox supports responsible use of AI for preparation, but misrepresentation of skills or experience is not permitted. See our AI Principles.

Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work.