Scaled Customer Success Manager

Box•San Francisco, CA

8d•Hybrid

About The Position

Box is seeking a tenacious, self-motivated Scaled Customer Success Manager who wants to revolutionize how customer relationships are supported. This role requires a builder with grit who is obsessed with efficiency, automation, and the potential of AI to drive customer value at a massive scale. The Scaled team operates at the intersection of human empathy and digital efficiency, requiring someone who thrives in ambiguity and is eager to experiment with new technologies to "Blow our Customer’s Minds." If you are a self-starter who looks at a repetitive manual process and immediately thinks, "How can I automate this?", you belong here.

Requirements

Resilient and Gritty: You thrive in fast-paced environments where the answers aren't always provided. You view setbacks as data points for improvement, not failures.
Tech-Savvy Innovator: You have a genuine passion for AI, automation, and workflow efficiency. You are comfortable exploring new tools (GenerativeAI, in-app guidance tools, etc.) to scale your impact.
3+ years experience in Customer Success, Account Management, or Digital Marketing, preferably with exposure to "tech-touch" or scaled models.
Self-Starter: You take initiative without waiting for permission. You identify gaps in the process and build the bridge to fix them.
Data-Driven Storyteller: You can analyze usage metrics to prioritize your day and translate complex data into compelling narratives for customers.
Expert Level Communicator: Strong writing skills are essential for crafting effective mass communications and webinars.
Adaptable: You embrace change and can pivot quickly as we experiment with new engagement models.
Salesforce Proficient: Familiarity with CRM hygiene and reporting is required.

Responsibilities

Manage post-sales engagement for a large portfolio of customers, balancing high-volume touchpoints with strategic prioritization.
Leverage AI tools and automation platforms to create personalized, "one-to-many" customer journeys that drive adoption and retention.
Develop, test, and iterate on digital-first playbooks, utilizing data to refine engagement strategies.
Act as a proactive problem solver; identify friction points in the customer lifecycle and architect scalable solutions to remove them.
Analyze customer health data to execute targeted campaigns that mitigate churn risk before it escalates.
Partner with Marketing and Box Consulting to operationalize customer success programs that require minimal manual intervention but deliver maximum impact.
Serve as the internal voice of the customer, specifically providing feedback on how product enhancements or AI features can better solve user needs.