Customer Success Manager

Box • Boston, MA

1d • Hybrid

About The Position

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
• 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
• Boxers are expected to work from their assigned office a minimum of 3 days per week.

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

What This Job Offers

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