Senior Customer Success Manager - Central

Box•Chicago, IL

3d•$120,000 - $150,500•Hybrid

About The Position

Box is seeking a Senior Customer Success Manager to own post-sales relationships with a portfolio of enterprise customers and help them realize long-term value from Box. The role focuses on transforming how customers work with content and AI: assessing current workflows, identifying opportunities, and designing future-state solutions that deliver measurable business outcomes. The Customer Success Manager will act as a strategic advisor and operator, working with executive stakeholders and cross-functional teams to align priorities, lead change management, and make Box’s impact tangible. The position combines customer success, consulting, and solution-oriented thinking, with an emphasis on understanding how businesses operate and turning customer goals into practical solutions and outcomes. The role is based from an assigned office, with in-person work expected at least three days per week.

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 enough technical depth to understand, evaluate, and challenge solutions without writing production code.
Strong communication and storytelling skills, with the ability to articulate value clearly and persuasively.
Proactive, self-directed, collaborative approach, with ideas for user adoption, churn mitigation, and account expansion.
Ability to share expertise, develop best practices, and contribute to the broader success of the team.
Growth mindset and active interest in leveraging AI to make smarter decisions, unlock use cases, and increase impact.
Ability to work from an 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 a value hypothesis, success metrics, and practical AI solutions.
Lead change management to encourage 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 to guide action.
Partner with Sales, Product, Engineering, and Professional Services to expand Box’s footprint, influence product direction through real-world use cases, and deliver cohesive solutions.
Represent the voice of the customer by sharing structured insights on workflows, pain points, and AI opportunities with internal teams.