Sr. Customer Success Manager, Media & Entertainment

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 is vital for driving the growth and retention of our customer base, which directly impacts our company’s success and stability. By strategically managing and expanding your book of business, you ensure that our clients receive exceptional value and remain engaged with Box. Your ability to deeply understand each customer's business through research and relationship-building—reaching all levels, including the C-suite—is crucial for identifying and addressing their specific needs. This deep insight allows you to present innovative solutions and conduct thorough discovery to fully grasp and resolve their pain points.

As a trusted partner, your role helps companies thrive and continue their partnership with Box. Managing a diverse range of customers at various stages of their lifecycle requires resilience, adaptability, and a high degree of operational rigor. Your dedication to mastering our products and executing with precision ensures that we deliver unparalleled value, making your role essential to our clients' success and our company’s growth.

 

WHAT YOU'LL DO

• Increase customer retention by conducting customer engagement calls in person and virtually, developing use cases and supporting customers in implementation and adoption as well as performing strategic business reviews with C-level Executives and decision makers to align on their objectives and outcomes.

• Manage all post-sales activity for Box’s enterprise 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.

• 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.

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

• Develop, test, and iterate on industry specific playbooks and engagement strategies.

• Program creation for initiatives specific to deepening adoption and relationships with our enterprise customers.

 

WHO YOU ARE

• Bachelors degree required 

• 4+ years prior account management experience 

• 4+ years of experience in SaaS

• Experience working with customers in the Media & Entertainment vertical

• 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 2 days per week, with a focus on Tuesdays and Thursdays. Your Recrui