Customer Success Manager

Box•Boston, MA

3d•Hybrid

About The Position

Box is redefining how enterprises manage and unlock value from their content in an AI-first world. In this role, you will partner with enterprise customers not only to adopt Box, but to transform how work gets done across their organization using content and AI. You will serve as a strategic advisor and operator, helping customers understand their current content workflows, identify opportunities for improvement, and design future-state solutions that drive measurable business outcomes. You will work closely with executive stakeholders and cross-functional teams to align on priorities, drive change management, and ensure that Box delivers tangible impact. This role represents the evolution of Customer Success at Box—from driving adoption to driving transformation. The ideal candidate combines customer success, consulting, and solution-oriented thinking—someone who is curious about how businesses operate, comfortable navigating ambiguity, and motivated by driving real outcomes.

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
Identify and activate AI-powered use cases within these 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: Expand Box’s footprint within the customer, Influence product direction based on real-world use cases, Deliver cohesive, high-impact solutions
Serve as the voice of the customer, bringing structured insights on workflows, pain points and AI opportunities back to internal team