Customer Success Manager II

Box • New York, NY

2d • Hybrid

About The Position

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. This role works with new and existing 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 at Box. You will gain alignment with executive level stakeholders and educate them on how Intelligent Content Management helps drive their business forward. Creative, 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.

Requirements

• Bachelors degree required
• 3+ years prior Customer Success or Account Management experience
• 3+ years in SaaS environment
• Strong communication skills and technical aptitude
• Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
• Experience in building professional relationships with a diverse range of stakeholders, including senior executives
• 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, with a focus on Tuesdays, Wednesdays, and Thursdays.

Nice To Haves

• Familiarity with Salesforce, Zendesk, and Tableau is a plus

Responsibilities

• 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%

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees