Customer Success Manager, Public Sector

Box•Washington, DC

1d•$78,000 - $97,500

About The Position

Box is seeking a Customer Success Manager for its Public Sector team. The role serves as a trusted advisor and strategic partner to Federal, State, and Local agencies as they adopt and expand their use of the Box platform. The manager helps public sector organizations improve content management, automate workflows, and apply AI within the compliance and security frameworks required by government and education customers. The position partners with agency leaders and frontline staff to identify high-impact use cases, design AI-powered workflows, and work toward measurable outcomes. It guides customers from onboarding through adoption and value realization, while collaborating with Sales, Product, Engineering, and Professional Services. The Customer Success Manager also represents public sector customer needs and insights within Box.

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 with technical and business conversations, including high-level discussions of integrations, systems, and data flows.
Hands-on experience with modern AI platforms and tools, with sufficient technical depth to understand, evaluate, and challenge solutions without writing production code.
Strong communication and storytelling skills, including the ability to articulate value clearly and persuasively.
Proactive, self-directed, and collaborative approach, with ideas for user adoption, churn mitigation, and expansion.
Growth mindset and active use of AI to make smarter decisions, find use cases, 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 value hypotheses, 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 insight and data.
Collaborate with Sales, Product, Engineering, and Professional Services.
Represent the customer internally by sharing structured insights about workflows, pain points, and AI opportunities.