Customer Success Manager, Public Sector

Box•New York, NY

2d•$86,500 - $108,000•Hybrid

About The Position

Box is seeking a Customer Success Manager to join its Public Sector team and serve as a trusted advisor and strategic partner to Federal, State, and Local agencies as they adopt and expand their use of Box. The role focuses on helping government and education customers reimagine content management, automate workflows, and use AI within their required compliance and security frameworks. The manager will guide customers from onboarding through measurable adoption and value realization, helping them move from AI exploration to AI-driven transformation through practical use cases and workflows. The position owns post-sales relationships across a portfolio of enterprise customers and works with customer stakeholders at all levels, from IT administrators and frontline staff to agency leaders and executives. It partners with Sales, Product, Engineering, and Professional Services, and represents public sector customers internally at Box. Box expects employees to work from their assigned office at least three days per week. The role is eligible for equity and benefits. The New York City pay range is $86,500–$108,000 USD.

Requirements

At least 2 years of experience in Customer Success, Account Management, Solutions Consulting, or a related customer-facing SaaS role.
Experience working with enterprise customers and engaging senior stakeholders and executives.
Ability to translate customer needs into practical solutions and business outcomes.
Comfort discussing technical and business topics, including integrations, systems, and data flows at a high level.
Hands-on experience with modern AI platforms and tools, with enough technical depth to understand, evaluate, and challenge solutions without writing production code.
Strong communication and storytelling skills, with the ability to articulate value clearly and persuasively.
Proactive, self-directed team player who brings ideas for user adoption, churn mitigation, and expansion.
Growth mindset and willingness to leverage AI to make faster, smarter decisions and increase impact.

Responsibilities

Own the post-sales relationship for a portfolio of enterprise customers, 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 to drive adoption of new workflows and behaviors, including stakeholder alignment, enablement, and executive engagement.
Conduct strategic adoption business reviews focused on outcomes, ROI, and future opportunities.
Proactively identify account risks and opportunities using qualitative insights and data.
Work cross-functionally with Sales, Product, Engineering, and Professional Services.
Represent the customer internally by sharing structured insights about workflows, pain points, and AI opportunities.