Enterprise Customer Success Manager

About 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.

This role works with new and existing business and enterprise customers to ensure that they are supremely successful with and delighted by Box. You will be responsible for effectively onboarding these accounts onto our services, spur usage in the early stages and ongoing, and build high customer satisfaction. You will work with your accounts actively to drive adoption, as well as act as the voice of your customers internally ative, energetic and self‑driven, you understand the customer and their use cases and know how to be a trusted partner so companies stay and 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 then communicating those solutions to the users.

• Manage all post‑sales activity for Box’s top enterprise customers through strong relationship‑building, product knowledge, planning and execution.
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs.
• Ensure that a plan is in place with each customer for deployment, change management and adoption programs.
• Increase customer retention by conducting regular check‑in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes.
• Track accounts to identify churn risk and work actively to eliminate that risk.
• 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, Engineering and Customer Support on identification and tracking of product improvement requests, troubleshooting and bugs.
• Function as the customer advocate and provide internal feedback on how Box can better serve our enterprise customers.
• Travel up to 40%.

• Bachelor’s degree required.
• 3+ years prior Customer Success or Account Management experience.
• 2+ years in SaaS environment.
• 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!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation. Box strives to respect the dignity and independence of people with disabilities and is committed to giving them the same opportunity to succeed as all other employees.

Inclusiveness is core to our culture at Box, and we strive to ensure you get the most from your interview experience.

Box makes reasonable accommodations…