Customer Insights & Strategy Manager

Company Description

Dropbox isn’t just a workplace—it’s a living lab for more enlightened ways of working. We're a global community of bold visionaries and resourceful doers who are shaping the future of Dropbox—and with it the future of work. Our Virtual First model combines the autonomy of a distributed workplace with the power of human connection, making space for both meaningful work and meaningful relationships. With our start-up mindset and enterprise-level opportunities, you can be who you are and grow into who you’re meant to be. Here, you can own your impact to make work more intuitive, joyful, and human—for you as a Dropboxer and for hundreds of millions of people worldwide. If you're ready to push boundaries—and yourself— Dropbox is ready for you.

Team Description

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.

Benefits

Dropbox is committed to investing in the holistic health and wellbeing of all Dropboxers and their families. Our benefits and perks programs include, but are not limited to:

• Competitive medical, dental and vision coverage*
• Retirement savings through a defined contribution pension or savings plan**
• Flexible PTO/Paid Time Off, paid holidays, Volunteer Time Off, and more, allowing you time to unplug, unwind, and refresh
• Income Protection Plans: Life and disability insurance*
• Business Travel Protection: Travel medical and accident insurance*
• Perks Allowance to be used on what matters most to you, whether that’s wellness, learning and development, food and groceries, and much more
• Parental benefits including: Parental Leave, Fertility Benefits, Adoptions and Surrogacy support, and Lactation support
• Mental health and wellness benefits
  
  

Additional Benefits Details Are Available Upon Request.

• Where group plans are not available, allowances may be provided
• Benefit, amount, and type are dependent on geographical location, based upon applicable law or company policy
  
  

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

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. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, enABLE, TODOS (Latinx), Pridebox (LGBTQ), Vets at Dropbox, and Women at Dropbox.