Customer Success Manager

WHAT YOU’LL DO

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

WHO YOU ARE

We are an AI-first company. You approach your work with a growth mindset and actively look for ways to leverage AI to drive smarter decisions, unlock new use cases, and increase your impact

3+ years of experience in Customer Success, Account Management, Solutions Consulting, or a related customer-facing managing a book of business

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

LOCATION/TRAVEL

Aligned to a Box office hub; expected in-office 3 days/week. Travel up to 40% for customer engagement