Customer Success Manager, Public Sector

Box • San Francisco, CA

22h • 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 California State and Local government 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. Creative, energetic and self-driven, you understand the customer and their use cases and know how to be a trusted partner so agencies 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. You are a front-line advocate who thrives at the intersection of business and technology — equally comfortable navigating executive stakeholders and rolling up your sleeves on technical challenges.

Requirements

• Bachelor’s degree required or equivalent experience
• 4+ years prior customer success, account management or consulting experience, preferably in a SaaS environment
• Strong data mindset — you love Tableau, SFDC reporting & Excel
• Proactive team player who has fresh ideas when it comes to user adoption, churn mitigation and account expansion
• Strong communication skills and technical aptitude, with the ability to engage confidently in both business and technical conversations
• Strong curiosity and a results-oriented mindset, with the ability to navigate ambiguity and proactively drive outcomes for customers
• Experience working for or with Public Sector organizations (California State & Local agencies, municipalities, school districts, etc.)
• Proven ability to work cross-functionally across multiple business units, bridging the gap between customer needs and internal teams

Nice To Haves

• Familiarity with Salesforce, Tableau, Zendesk is a plus
• Experience leveraging AI tools and technologies to enhance customer engagement, streamline workflows, or accelerate adoption is a plus

Responsibilities

• Manage all post-sales activity for Box’s California State and Local government accounts 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
• Develop joint success plans with customers to ensure there is a plan in place to drive adoption and high value use cases within the organization through change management
• Track accounts to identify churn risk, growth opportunities and work actively on them
• 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
• Serve as a front-line technical resource and cross-functional advocate, partnering with all relevant business units — from IT and Security to Operations and Leadership — to ensure customers realize the full value of Box
• Champion customer needs with grit and tenacity, driving outcomes even in complex, multi-stakeholder environments

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level