Customer Insights & Strategy Manager

Dropbox is a Virtual First company. They are seeking a Customer Insights & Strategy Manager to translate customer feedback and satisfaction data into actionable business insights, driving prioritization and operational action 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
• 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)