Enterprise Customer Success Manager - East

Box•New York, NY

9d•$111,000 - $160,000•Hybrid

About The Position

Box is seeking an Enterprise Customer Success Manager to own post-sales relationships across a portfolio of enterprise customers and help them realize measurable business outcomes and long-term value from Box. The role focuses on helping customers transform how work gets done through content and AI—not simply adopting the platform. The manager will act as a strategic advisor and operator, understanding customers’ current content workflows, identifying improvement opportunities, and designing future-state solutions. The role works with executive stakeholders and cross-functional teams to align priorities, manage change, and ensure Box delivers tangible impact. It combines customer success, consulting, and solution-oriented thinking, and calls for curiosity about how businesses operate, comfort with ambiguity, and motivation to drive outcomes. Boxers are expected to work from their assigned office at least three days per week.

Requirements

At least 3 years of experience in Customer Success, Account Management, Solutions Consulting, or a related customer-facing role managing a book of business.
Experience working with enterprise customers and engaging senior stakeholders and executives.
Demonstrated ability to translate customer needs into practical solutions and business outcomes.
Comfort with technical and business discussions, including integrations, systems, and data flows at a high level.
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, collaborative approach, with ideas for user adoption, churn mitigation, and expansion.
Growth mindset and active interest in using AI to support better decisions, unlock use cases, and increase impact.
Ability to work from the assigned office at least 3 days per week.

Responsibilities

Own the post-sales relationship for a portfolio of enterprise customers, focusing on 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 customer workflows.
Translate customer goals into value hypotheses, success metrics, and practical AI solutions.
Lead change management to support 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 insights and data.
Partner with Sales, Product, Engineering, and Professional Services to expand Box’s footprint, influence product direction using real-world use cases, and deliver cohesive solutions.
Represent the voice of the customer by sharing structured insights about workflows, pain points, and AI opportunities with internal teams.