Customer Success Manager

Box•San Francisco, CA

7d•$86,500 - $138,500•Hybrid

About The Position

Box is a leader in Intelligent Content Management, providing a platform that enhances collaboration, manages the content lifecycle, secures critical information, and transforms business workflows with enterprise AI. Founded in 2005, Box helps global organizations like JLL and Morgan Stanley simplify work. The company is headquartered in Redwood City, CA, with international offices. Joining Box offers the chance to contribute to a platform that manages billions of files and information daily, aiming to bring intelligence to content management and transform how the world works together. The Customer Success team is crucial for driving long-term customer value and growth, particularly in the West region. This role focuses on Mid-Market accounts, aiming to drive adoption, partner with customers for measurable outcomes, and foster a growth mindset. The position requires operational rigor and strong relationship skills to ensure customers realize the full value of Box. The role involves managing a portfolio, with flexibility for travel to high-impact onsite engagements. Collaboration across teams, leading value-focused demos, and translating insights into actions to increase retention and expansion are key aspects of this position.

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.
Boxers are expected to work from their assigned office a minimum of 3 days per week.
Commitment to diversity and inclusion, with encouragement for individuals to apply even if they don't meet every requirement.

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.