[Remote] Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. Box is the leader in Intelligent Content Management, helping organizations manage their content effectively in an AI-first era. The Customer Success Manager will serve as a strategic advisor to enterprise customers, focusing on transforming workflows and driving measurable business outcomes through the adoption of Box's platform.
Responsibilities
- Own the post-sales relationship for a portfolio of enterprise customers, with a focus on driving measurable business outcomes and long-term value realization
- Partner with customers to map and redesign critical workflows
- Identify and activate AI-powered use cases within these workflows
- Translate customer goals into a clear value hypothesis, success metrics and practical AI solutions
- Lead change management efforts to drive adoption of new workflows and behaviors, including stakeholder alignment, enablement and executive engagement
- Conduct strategic adoption business reviews that focus on outcomes, ROI and future opportunities
- Proactively identify risks and opportunities within accounts, using both qualitative insight and data to guide action
- Partner cross-functionally with Sales, Product, Engineering and Professional Services to:
- Expand Box’s footprint within the customer
- Influence product direction based on real-world use cases
- Deliver cohesive, high-impact solutions
- Serve as the voice of the customer, bringing structured insights on workflows, pain points and AI opportunities back to internal team
Skills
- 3+ years of experience in Customer Success, Account Management, Solutions Consulting, or a related customer-facing role in SaaS
- Experience working with enterprise customers and engaging with senior stakeholders and executives
- Demonstrated ability to translate customer needs into practical solutions and business outcomes
- Comfort navigating both technical and business conversations, including discussing integrations, systems, and data flows at a high level
- Solid hands-on experience with modern AI platforms and tools, with enough technical depth to understand, evaluate, and challenge solutions without needing to write production code
- Strong communication and storytelling skills, with the ability to articulate value clearly and persuasively
- Proactive, self-directed, team player who brings fresh ideas for user adoption, churn mitigation and expansion
Benefits
- This role is also eligible for equity and benefits.
- For more information, check out our benefits and perks (https://cloud.app.box.com/file/680236394456?s=3u38zhdv4gac9h0j7lmumm7arbe14yqa).
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