Customer Success Manager

WHAT IS BOX?
Box (NYSE:BOX) is the leader in Intelligent Content Management. Our platform enables organizations to fuel collaboration, manage the entire content lifecycle, secure critical content, and transform business workflows with enterprise AI. We help companies thrive in the new AI-first era of business. Founded in 2005, Box simplifies work for leading global organizations, including AstraZeneca, JLL, Morgan Stanley, and Nationwide. Box is headquartered in Redwood City, CA, with offices across the United States, Europe, and Asia.

By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It’s the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations. With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift.

WHY BOX NEEDS YOU?
This role works with new and existing business and SMB customers to ensure that they are supremely successful with and delighted by Box. You will be responsible driving customer engagement, mitigating churn within risky accounts, and building high customer satisfaction. You will work with your accounts actively to drive adoption, as well as act as the voice of your customers internally at Box. Creative, agile, energetic and self-driven, you understand the customer and their use cases and can translate these to value. You can manage numerous customers at different stages of the customer lifecycle with ease. You also love understanding a product in depth and then communicating those solutions to the users. 

 

WHAT YOU'LL DO

• Manage all post-sales activity for Box’s SMB $100K+ customers through strong relationship-building, product knowledge, planning and execution

• Maintain a deep understanding of the product in order to speak with customers about the most relevant features/functionality for their specific business needs

• Increase customer retention by conducting regular engagement touchpoints, and performing strategic business reviews with C-level Executives and decision makers to align on their objectives and outcomes

• Develop joint success plans with customers to ensure there is a plan is in place to drive adoption and high value use cases within the organization through change management

• Track accounts to identify churn risk and work actively to improve customer health and retention

• Partner with Sales and Professional Services to develop a plan for making Box a part of each customer’s core architecture

• Work closely with Product and Engineering on identification and tracking of product improvement requests and bugs

• Function as the customer advocate and provide internal feedback on how Box can better serve our enterprise customers

 

WHO YOU ARE

We are an AI-first company. This means you approach your work with a growth mindset and find ways to leverage AI to help make faster, smarter decisions that will 10X your impact at Box.

• Bachelors degree required 

• 2+ years prior account management experience 

• 2+ years of experience in SaaS preferred

• Strong communication skills and technical aptitude

• Familiarity with Salesforce, Zendesk, and other Software-as-a-Service is a plus

• Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation 

• Enjoys working closely with customers to ensure complete satisfaction 

• A self-starter who takes the initiative to get things done

Box lives its values, with community and in-person collaboration being a core part of our culture. Boxers are expected to work from their assigned office a minimum of 3 days per week. Your Recruiter will share more about how we work and company culture during the hiring process.

At Box, we believe unique and diverse experiences benefit our culture, our products, our customers, our company, and our world. We aim to recruit a passionate, high-performing workforce that reflects the world we live in. If you are head-over-heels about this role but unsure if you meet all the requirements, we encourage you to apply!

 

EQUAL OPPORTUNITY

We are an equal opportunity employer and value