Senior Customer Success Manager - Central

Box•Chicago, IL

3d•Hybrid

About The Position

Box is seeking a Senior Customer Success Manager to own post-sales relationships across a portfolio of enterprise customers and help them transform how work gets done using content and AI. The role acts as a strategic advisor and operator: understanding customers’ current content workflows, identifying improvement opportunities, and designing future-state solutions that produce measurable business outcomes. The position partners with executive stakeholders and cross-functional teams to align priorities, drive change management, and ensure Box delivers tangible impact. It reflects Box’s shift in Customer Success from driving adoption to driving transformation.

Requirements

At least 4 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.
Ability to translate customer needs into practical solutions and business outcomes.
Ability to navigate technical and business conversations, including discussing 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 team player who brings ideas for user adoption, churn mitigation, and expansion.
Ability to share expertise, develop best practices, and contribute to the broader success of the team.
Growth mindset and willingness to leverage AI to improve decisions, find new use cases, and increase impact.
Work from the assigned office at least 3 days per week.

Responsibilities

Own post-sales relationships for a portfolio of enterprise customers, driving 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 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 to guide action.
Partner with Sales, Product, Engineering, and Professional Services to expand Box’s footprint, influence product direction using real-world use cases, and deliver cohesive, high-impact solutions.
Represent the voice of the customer by bringing structured insights on workflows, pain points, and AI opportunities to internal teams.