Program Manager, Customer Programs

Dropbox

1d • $127,800 - $194,600

About The Position

Dropbox is seeking a Senior Program Manager, Customer Programs to lead complex, cross-functional programs that deepen customer engagement, learning, and value. The role sits at the intersection of customers, go-to-market (GTM), and Product, leading programs across the customer and product lifecycle—from early product learning and validation through launches, adoption, advocacy, and strategic customer engagement. The role ensures the right customers are engaged for the right purposes, creates a coordinated experience across Dropbox, and turns customer learning into clear business actions.

This is a senior individual-contributor role with significant autonomy and executive visibility. The person will take high-priority initiatives that span multiple functions, have evolving requirements, or lack an established operating model, and turn them into well-run programs. This includes defining objectives and approaches, aligning stakeholders, establishing ownership and decision points, managing dependencies and risks, and driving execution toward measurable outcomes.

A central focus is representing the customer experience throughout each program—not merely coordinating internal teams. The role considers whom to engage, why and how they are engaged, how Dropbox appears across touchpoints, and how the company closes the loop with participants. The goal is a coordinated customer experience even when many internal teams are involved.

The role works with Sales, Customer Success, Product, Research, Design, Engineering, Product Marketing, Customer Marketing, Analytics, and other teams as needed. It will also help Dropbox develop repeatable approaches to customer programs through playbooks and operating mechanisms that scale successful practices without unnecessary process.

Requirements

• 8+ years of experience in program management, customer programs, strategy and operations, GTM operations, product operations, or a related field, with demonstrated ownership of complex cross-functional programs.
• Ability to take highly ambiguous initiatives from problem definition through execution, measurement, and outcomes, operating independently with limited direction.
• Experience leading programs involving customers or customer-facing teams, with sound judgment about customer selection, engagement, communications, expectations, and experience.
• Ability to coordinate senior stakeholders and multiple functions with different priorities, dependencies, and decision rights while maintaining momentum and accountability.
• Strong operating judgment, including the ability to choose an appropriate level of structure, make tradeoffs, simplify where possible, and build repeatable mechanisms where needed.
• Strong written and verbal communication skills, including synthesizing complex qualitative and quantitative information into concise recommendations, decisions, and executive updates.
• Ability to operate as a hands-on senior individual contributor, moving between strategic problem-solving and detailed program execution.

Nice To Haves

• Experience leading customer programs involving early product feedback, beta or early-access programs, customer validation, product launches, adoption, advocacy, or strategic customer engagement.
• Experience working across Product/EPD and GTM organizations and translating customer needs and business requirements between them.
• Experience building a new program or operating model and scaling it across products, customer segments, or business priorities.
• Experience in B2B SaaS, enterprise software, collaboration or productivity technology, or another complex technology environment.
• Experience using AI and automation to improve program execution, customer insights, synthesis, reporting, or operating efficiency.

Responsibilities

• Lead complex customer programs end-to-end, translating ambiguous business priorities into objectives, operating plans, milestones, decision points, owners, risks, and measurable outcomes.
• Create a coordinated customer experience across Dropbox by partnering with Sales, Customer Success, Product, and other teams to establish clear expectations, thoughtful engagement, and appropriate follow-through.
• Lead large cross-functional teams through competing priorities, dependencies, and ambiguity, driving decisions and accountability without formal authority.
• Ensure customer feedback, behavior, and program results reach the appropriate Product and GTM owners and translate into decisions, changes, or documented next steps.
• Build practical, scalable program infrastructure, including workbacks, decision rights, readiness criteria, status mechanisms, risk and escalation paths, measurement, and reusable playbooks, while avoiding unnecessary process.
• Provide executive-level synthesis of program health, customer signal, risks, tradeoffs, decisions, and recommendations.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed