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About the Role

Box Japan is seeking a Customer Success professional who can combine two distinct motions to deliver consistent customer outcomes at scale. This role involves high-touch customer success for strategic engagements and partner customer success, focusing on enabling and coaching partner CSM teams to deliver high-quality customer success autonomously.

Responsibilities

• Develop success plans aligned with customer business priorities and goals for enterprise and mid-market clients.
• Deliver success plans, change management, use case development, executive engagement, and business reviews with partner CSMs.
• Monitor customer health, product usage, stakeholder engagement, and business situations to identify risks and coordinate churn prevention plans.
• Collaborate with sales, renewal, solution engineering, support, and product teams to create a consistent customer experience.
• Identify and support expansion opportunities by linking demonstrated value and unmet business needs to relevant Box capabilities.
• Provide partner enablement, including CSM lifecycle models, account segmentation, success metrics, and operating models.
• Coach and enable partner CSMs on customer discovery, success planning, adoption, risk management, executive engagement, business reviews, and upsell opportunity creation.
• Review partner-managed portfolios, identify churn and adoption risks, and establish mechanisms for timely action on priority accounts.
• Evaluate partner skills, customer outcomes, and program effectiveness using data and qualitative insights, developing improvement strategies.
• Exercise creativity to solve partner and customer-specific challenges while maintaining scalable and consistent customer success standards.
• Proactively identify gaps, build consensus, and drive initiatives from concept to execution without waiting for detailed instructions.

Requirements

• 5+ years of experience in Customer Success, Account Management, Channel Management, or a related customer-facing SaaS role.
• Proven track record of driving customer outcomes such as adoption, retention, value realization, risk mitigation, or expansion.
• Experience autonomously building strategies, programs, processes, or operating models in an environment without a complete playbook.
• Excellent structured problem-solving, project management, stakeholder management, and executive communication skills.
• Ability to interpret customer and usage data, identify patterns, and translate insights into actions.
• Business-level or fluent Japanese and professional English communication skills (reading and writing).

Skills

• AI utilization
• Strategic thinking
• Creative problem-solving
• Adaptability
• Coaching
• Enablement
• Data interpretation
• Customer success platforms
• Analytics tools

Location

• Japan

Work Type

• Hybrid (minimum 3 days in office)

Experience Level

• 5+ years

About the Company

• Box is a leading provider of intelligent content management (ICM) platforms.
• Box's platform aims to drive collaboration, manage the content lifecycle, protect critical content, and transform business workflows with enterprise AI.
• Founded in the US in 2005, Box supports businesses globally, including major companies like JLL and Morgan Stanley, and approximately 19,000 companies in Japan.
• Box Japan was established in 2013.
• Box emphasizes community and in-person collaboration, requiring employees to work from the office at least three days a week.

Equal Opportunity

• Box is an equal opportunity employer and values diversity at the company.
• Box does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation.