Customer Success Manager

Box•Chicago, IL

4d•Hybrid

About The Position

Box is hiring a Customer Success Manager to manage a portfolio of Mid-Market accounts in the West region, based in the San Francisco area. The role focuses on helping customers adopt Box, achieve measurable business outcomes, and realize long-term value, while supporting renewals and account growth. The manager will maintain a curated portfolio, apply operational rigor, and travel within the region for high-impact customer meetings as needed. The position partners with customers and internal teams to connect business goals with Box solutions. It includes leading discovery, value reviews, and product demonstrations; monitoring account health and renewal forecasts; developing account plans and proactive playbooks; and using customer insights to improve territory planning and processes. The role also encourages experimentation with AI-enabled workflows to scale customer success. This is a hybrid role based in San Francisco, with a minimum of three days per week in the assigned office and regional travel as needed. Box describes community and in-person collaboration as core parts of its culture.

Requirements

At least 2 years of customer success, account management, or related client-facing experience managing a book of business.
Demonstrated ownership and proactive problem-solving that led to measurable customer outcomes.
Strong relationship management and communication skills.
Comfort leading product demos and executive conversations.
Operational rigor and experience navigating business systems for forecasting and health tracking.
Growth-minded, coachable, and adaptable, with an interest in learning and using AI to improve workflows.
Comfort managing a Mid-Market portfolio and prioritizing impact across multiple accounts.
Based in San Francisco and able to work from the assigned office at least 3 days per week; travel within the region as needed.

Nice To Haves

Experience in SaaS.
Non-traditional experience demonstrating strong account ownership.

Responsibilities

Own a book of Mid-Market accounts and build trusted partnerships that drive adoption, renewal, and growth.
Lead discovery, value reviews, and product demos that connect business goals to clear outcomes.
Forecast renewals, track account health, and prioritize actions using relevant signals and business systems.
Build account plans, identify risks and opportunities, and execute proactive playbooks to improve customer value.
Collaborate cross-functionally to remove roadblocks and deliver relevant solutions.
Prioritize virtual and onsite customer meetings to accelerate impact across the territory.
Share portfolio insights to influence territory planning and process improvements.
Champion a growth mindset and experiment with AI-enabled workflows to scale customer success.