Sr Customer Success Manager

Box•San Francisco, CA

2d•Onsite

About The Position

Box (NYSE:BOX) is the leader in Intelligent Content Management. Our platform enables organizations to fuel collaboration, manage the entire content lifecycle, secure critical content, and transform business workflows with enterprise AI. We help companies thrive in the new AI-first era of business. Founded in 2005, Box simplifies work for leading global organizations, including JLL, Morgan Stanley, and Nationwide. Box is headquartered in Redwood City, CA, with offices across the United States, Europe, and Asia. By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It’s the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations. With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift.

Requirements

Bachelors degree required
5+ years prior account management experience
4+ years of experience in SaaS
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
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.

Nice To Haves

Experience with CPG/Retail or Media and Entertainment preferred
Familiarity with Salesforce, Zendesk, and other Software-as-a-Service is a plus

Responsibilities

Increase customer retention by conducting customer engagement calls in person and virtually, developing use cases and supporting customers in implementation and adoption as well as performing strategic business reviews with C-level Executives and decision makers to align on their objectives and outcomes.
Manage all post-sales activity for Box’s enterprise customers through strong relationship-building, product knowledge, planning and execution.
Maintain a deep understanding of the product in order to speak with customers about the most relevant features/functionality for their specific business needs.
Develop joint success plans with customers to ensure there is a plan is in place to drive adoption and high value use cases within the organization through change management.
Track accounts to identify churn risk and work actively to improve customer health and retention
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 and Engineering on identification and tracking of product improvement requests.
Function as the customer advocate and provide internal feedback on how Box can better serve our enterprise customers.
Develop, test, and iterate on industry specific playbooks and engagement strategies.
Program creation for initiatives specific to deepening adoption and relationships with our enterprise customers.
Travel up to 25%

Benefits

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 .

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