Customer Insights & Strategy Manager

20 hours, 52 minutes ago
Full-time
Lead
Product Management
Dropbox

Dropbox

Dropbox is a technology company that builds simple, powerful products for individuals and businesses. With over 700 million registered users worldwide, Dropbox offers file sync, sharing, online backup, cloud storage, collaboration tools, and more to st...

Internet Software & Services
1K-5K
Founded 2007

Description

  • Develop and maintain frameworks that connect CSAT and Voice of the Customer 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 the Global Sales team to surface, track, and prioritize customer-impacting issues.
  • Drive improvements to CSAT survey strategy, including sampling distribution, survey delivery, and measurement quality.
  • Collaborate with VOC and cross-functional partners to inform prioritization and advocacy using 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 tools such as SQL, Excel, or 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.

Benefits

  • Canada pay range of $128,400 to $173,700 CAD.

Interested in this position?

Apply directly on the company website

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