Scaled Customer Success Manager

WHAT IS BOX?

Box is the world’s leading Content Cloud. We are trusted by more than 115K organizations around the world today, including nearly 70% of the Fortune 500 and leaders across deeply regulated industries (such as AstraZeneca, JLL, and Nationwide), to protect their data, fuel collaboration, and power critical workflows with secure, enterprise AI.

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.

Founded in 2005, Box is headquartered in Redwood City, CA, and we have offices across the United States, Europe, and Asia.

WHY BOX NEEDS YOU

We are looking for a Scaled Customer Success Manager who understands the value of nurturing customer relationships, at scale. You will be responsible for engaging with customers post-sale, driving user adoption and business value to help support high retention. Our Scaled team needs ambitious, highly productive individuals to provide us with onboarding and adoption best practices and help drive business value for our ever-growing customer base. This customer-facing team is innovative and agile – we’re quick to experiment and live up to the Box values "Take risks. Fail fast" while we “Blow our Customer’s Minds.” We need fresh eyes and customer-centric people who can help us continue to build an outstanding Scaled Customer Success program.

You will work with a large portfolio of customers to proactively onboard customers and drive adoption, as well as act as the voice of your customers internally at Box. Creative, curious, upbeat and self-driven, you understand the customer and their use cases and know how to be a trusted partner so companies grow with Box. You can manage numerous customers at different stages of the customer lifecycle with ease. You also love understanding a product in-depth and educating customers on how it can benefit them. 

WHAT YOU'LL DO:

• Manage post-sales activity for hundreds of Box’s Scaled customers through touch points that require product knowledge, prioritization, project management and the ability to quickly build rapport

• Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives

• Demonstrate both high-touch and one-to-many tactics with customers to drive positive outcomes and articulate value realized for their businesses

• Develop, test, and iterate on scaled playbooks and engagement strategies

• Analyze customer data to build and execute engagement strategies within your customer portfolio

• Proactively identify and flag churn risk and work actively with broader account team to mitigate

• Partner with Marketing, Sales and Box Consulting to provide effective customer engagements

• Function as the voice of the customer, identifying customer trends and providing internal feedback on how Box can better serve our customers

WHO ARE YOU:

• • Degree required

  • 3+ years experience supporting customers in customer success / account management / customer marketing at scale

  • Significant level of comfort interacting with a high volume of customers, over a variety of mediums (phone, email, webinars). Strong writing skills and marketing experience would be a plus

  • Self-starter who has fresh ideas when it comes to growing customer engagement

  • You know how to listen to the customer and translate their business needs into a personalized consultation

  • Great prioritization skills and ability to execute on customer-facing activities

  • Ability to make changes on the fly and continuously improve our processes

  • Familiarity with Salesforce

  • Team player and customer advocate motivated by helping others succeed

  • Highly data-driven and intrigued by the challenge of delivering a customized yet repeatable experience to hundreds of customers

  • You're a go-getter who thrives in a fast-paced environment, embraces change and takes the initiative to get things done