Team Manager Customer Success

Box•Chicago, IL

9h•Hybrid

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

6+ years of experience managing customer relationships with a successful track record of driving retention and health
3+ years of experience managing a team; a natural leader and passionate coach who inspires his/her team to elevate performance
Culture builder who champions belonging, resilience and team cohesion. Leads with transparency, growth mindset and inclusion
Collaborative team player with track record of partnering with sales, product and other cross-functional stakeholders to deliver results, help identify and close new business, and drive retention
Strong understanding of Financial Services, Life Sciences, and regulated industries
Ability to thrive in a high-growth, fast-paced environment and adapt quickly to changing demands
Data-driven decision maker with a strong focus on execution and accountability
Customer obsessed, trusted advisor to key executives, able to articulate business value and influence retention/expansion decisions
Proactive, organized problem-solver with the ability to execute at both the strategic and tactical level; able to roll up his/her sleeves to get things done
Strong operational rigor and effective project management skills; able to drive cross-functional collaboration to achieve results
Tech savvy and excited to learn Box's products; ability to evangelize our intelligent content management solution alongside a team of CSMs
Confident discussing AI trends and Box AI capabilities with executives. Able to coach CSMs to lead AI-first customer conversations and translate innovation into adoption outcomes

Responsibilities

Inspire, develop, and hold accountable a team of high-performing Customer Success Managers. Create clarity around goals and metrics, while coaching through challenging scenarios
Design and drive strategic improvements to scale processes, services, and systems to enable the team to exceed adoption, retention, and growth objectives
Build your team’s confidence in Box AI by modeling fluency in intelligent content management, metadata automation, and the AI-first era of work. Ensure CSMs can confidently connect AI use cases to regulated customer workflows
Provide the team with guidance on building and maintaining strong customer relationships; serve as a coach in navigating challenging customer situations through proven Customer Success practices
Partner with sales, renewals, consulting and other cross-functional leadership to drive business outcomes
Be a thought leader and establish executive relationships with key customers
Create a culture of accountability and execution through data driven strategies
Drive successful platform adoption, customer outcomes, retention and expansion goals ultimately improving customer lifetime journey and value
Foster a culture of accountability, inclusion, and grit. Model Box’s values and leader mindsets across the team