Scaled 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 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:

We are seeking a tenacious, self-motivated Scaled Customer Success Manager who isn't just looking to manage relationships—you want to revolutionize how we support them. We need a builder with true grit who is obsessed with efficiency, automation, and the potential of AI to drive customer value at a massive scale.

Our Scaled team operates at the intersection of human empathy and digital efficiency. We need someone who thrives in ambiguity and refuses to settle for "how it's always been done." You are innovative, agile, and eager to experiment with new technologies to "Blow our Customer’s Minds." If you are a self-starter who looks at a repetitive manual process and immediately thinks, "How can I automate this?", you belong here.

WHAT YOU'LL DO:

• Manage post-sales engagement for a large portfolio of customers, balancing high-volume touchpoints with strategic prioritization.

• Leverage AI tools and automation platforms to create personalized, "one-to-many" customer journeys that drive adoption and retention.

• Develop, test, and iterate on digital-first playbooks, utilizing data to refine engagement strategies.

• Act as a proactive problem solver; identify friction points in the customer lifecycle and architect scalable solutions to remove them.

• Analyze customer health data to execute targeted campaigns that mitigate churn risk before it escalates.

• Partner with Marketing and Box Consulting to operationalize customer success programs that require minimal manual intervention but deliver maximum impact.

• Serve as the internal voice of the customer, specifically providing feedback on how product enhancements or AI features can better solve user needs.

WHO YOU ARE:

• Resilient and Gritty: You thrive in fast-paced environments where the answers aren't always provided. You view setbacks as data points for improvement, not failures.

• Tech-Savvy Innovator: You have a genuine passion for AI, automation, and workflow efficiency. You are comfortable exploring new tools (GenerativeAI, in-app guidance tools, etc.) to scale your impact.

• 3+ years experience in Customer Success, Account Management, or Digital Marketing, preferably with exposure to "tech-touch" or scaled models.

• Self-Starter: You take initiative without waiting for permission. You identify gaps in the process and build the bridge to fix them.

• Data-Driven Storyteller: You can analyze usage metrics to prioritize your day and translate complex data into compelling narratives for customers.

• Expert Level Communicator: Strong writing skills are essential for crafting effective mass communications and webinars.

• Adaptable: You embrace change and can pivot quickly as we experiment with new engagement models.

• Salesforce Proficient: Familiarity with CRM hygiene and reporting is required.

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. 

Based on current business needs, there is no relocation assistance provided for this role.

At Box, we believe unique and diverse expe