Customer Success Manager
About The Position
Box is a leader in Intelligent Content Management, enabling organizations to fuel collaboration, manage the content lifecycle, secure critical content, and transform business workflows with enterprise AI. Our platform helps companies thrive in the AI-first era. Founded in 2005, Box simplifies work for global organizations. The Customer Success team powers long-term customer value and growth. This role will own a book of Mid-Market accounts, drive adoption, and partner with customers to deliver measurable outcomes, requiring operational rigor, a growth mindset, and strong relationship skills. The role involves managing a portfolio with flexibility to travel for onsite engagements, collaborating across teams, leading value-focused demos, and increasing retention and expansion.
Requirements
- 2+ years of customer success, account management, or related client-facing experience managing a book of business.
- Proven track record of ownership and proactive problem-solving that led to measurable customer outcomes.
- Strong relationship management and communication skills; comfortable leading demos and executive conversations.
- Operationally rigorous with experience navigating business systems for forecasting and health tracking.
- Growth-minded, coachable, and adaptable; excited to learn and leverage AI to improve workflows.
- Comfortable managing Mid-Market portfolio, prioritizing impact across multiple accounts.
- Hybrid: Based in San Francisco with 3 days/week in-office; travel within the region as needed.
- Experience in SaaS or with non-traditional backgrounds that demonstrate strong account ownership is welcome.
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 tie business goals to clear outcomes.
- Maintain operational rigor across systems—forecast renewals, track health, and prioritize actions based on signals.
- Build account plans, identify risks/opportunities, and execute proactive playbooks to improve customer value.
- Collaborate cross-functionally to remove roadblocks and deliver solutions that matter.
- Prioritize customer meetings (virtual and onsite as needed) to accelerate impact across your territory.
- Surface insights from your portfolio to influence territory planning and process improvements.
- Champion a growth mindset and experiment with AI-enabled workflows to scale customer success.
Benefits
- Equity and benefits
- Check out our benefits and perks for more information.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
