Customer Success Manager, Public Sector

Box•Washington, DC

1d•$100,000 - $125,000

About The Position

Box is looking for a Customer Success Manager to join our Public Sector team. In this role, you’ll be the trusted advisor and strategic partner for Federal, State and Local agencies as they adopt and expand their use of Box. This is not a passive account management role. You’ll be at the forefront of helping public sector organizations reimagine how they manage content, automate workflows, and unlock the power of AI — all within the compliance and security frameworks that government and education customers require. You won’t just advise on AI — you’ll roll up your sleeves and help customers become AI-native enterprises. That means partnering with agency leaders and frontline staff alike to identify high-impact use cases, design AI-powered workflows, and build toward measurable outcomes. You’ve shipped real results, not just demos, and you know how to guide an organization from AI curiosity to AI transformation. You’ll guide customers from onboarding through deep, measurable adoption, ensuring they realize the full value of the Box platform at every stage of their journey. You’ll work cross-functionally with Sales, Product, and Engineering, and you’ll serve as the voice of the California public sector customer inside Box. If you’re energized by complex, mission-driven environments, passionate about AI’s potential to transform public services, and skilled at building relationships across all levels of an organization — from IT administrators to agency leadership — this role is for you.

Requirements

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 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

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
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 serve as the voice of the customer, bringing structured insights on workflows, pain points and AI opportunities back to internal team