Enterprise Customer Success Manager

Box•Chicago, IL

About The Position

This role works with new and existing business and enterprise customers to ensure that they are supremely successful with and delighted by Box. You will be responsible for effectively onboarding these accounts onto our services, spur usage in the early stages and ongoing, and build high customer satisfaction. You will work with your accounts actively to drive adoption, as well as act as the voice of your customers internally at Box. Creative, energetic and self-driven, you understand the customer and their use cases and knowhow to be a trusted partner so companies stay and grow with Box. You can manage numerous customers at different stages of the customer lifecycle with ease. You also love understanding a product in depth and then communicating those solutions to the users.

Requirements

Bachelors degree required
3+ years prior Customer Success or Account Management experience
2+ years in SaaS environment
Strong communication skills and technical aptitude
Familiarity with Salesforce, Zendesk, and other Software-as-a-Service is a plus
Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
Enjoys working closely with customers to ensure complete satisfaction
A self-starter who takes the initiative to get things done

Responsibilities

Manage all post-sales activity for Box’s top enterprise customers through strong relationship-building, product knowledge, planning and execution
Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
Ensure that a plan is in place with each customer for deployment, change management and adoption programs
Increase customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes
Track accounts to identify churn risk and work actively to eliminate that risk
Partner with Sales and Professional Services to develop a plan for making Box a part of each customer’s core architecture
Work closely with Product, Engineering and Customer Support on identification and tracking of product improvement requests, troubleshooting and bugs
Function as the customer advocate and provide internal feedback on how Box can better serve our enterprise customers
Travel up to 40%

Benefits

Box lives its values, with community and in-person collaboration being a core part of our culture.
Boxers are expected to work from their assigned office a minimum of 3 days per week.
Your Recruiter will share more about how we work and company culture during the hiring process.
At Box, we believe unique and diverse experiences benefit our culture, our products, our customers, our company, and our world.
We aim to recruit a passionate, high-performing workforce that reflects the world we live in.
If you are head-over-heels about this role but unsure if you meet all the requirements, we encourage you to apply!
Box is committed to fair and equitable compensation practices.
Actual base salary (or OTE if commissionable role) is dependent upon factors such as: knowledge, skill level, experience, and work location.
This role is also eligible for equity and benefits.
For more information on benefits , check out our healthcare benefits and additional Box Benefits + Perks .
In accordance with OFCCP compliance, here is the Pay Transparency Provision .