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About the Role

Box is seeking a Scaled Customer Success Manager to revolutionize customer support through efficiency, automation, and AI. This role involves managing a large customer portfolio, leveraging AI and automation for personalized customer journeys, and developing digital-first playbooks to drive adoption and retention.

Responsibilities

• Manage post-sales engagement for a large portfolio of customers, balancing high-volume touchpoints with strategic prioritization.
• Leverage AI tools and automation platforms to create personalized, "one-to-many" customer journeys that drive adoption and retention.
• Develop, test, and iterate on digital-first playbooks, utilizing data to refine engagement strategies.
• Act as a proactive problem solver; identify friction points in the customer lifecycle and architect scalable solutions to remove them.
• Analyze customer health data to execute targeted campaigns that mitigate churn risk before it escalates.
• Partner with Marketing and Box Consulting to operationalize customer success programs that require minimal manual intervention but deliver maximum impact.
• Serve as the internal voice of the customer, specifically providing feedback on how product enhancements or AI features can better solve user needs.

Requirements

• 3+ years experience in Customer Success, Account Management, or Digital Marketing, preferably with exposure to "tech-touch" or scaled models.
• Salesforce Proficient: Familiarity with CRM hygiene and reporting is required.
• Boxers are expected to work from their assigned office a minimum of 3 days per week.
• No relocation assistance provided for this role.
• Consideration for qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chair Ordinance.
• Consideration for qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chair Ordinance.

Skills

• AI
• Automation
• Workflow efficiency
• Generative AI
• In-app guidance tools
• Data analysis
• Communication
• Writing
• Adaptability
• CRM hygiene
• Reporting

Location

• Redwood City, CA

Work Type

• Hybrid

Experience Level

• 3+ years

Salary/Compensations

• $81,000—$105,100 USD

Benefits

• Equity
• Benefits

About the Company

• 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.
• Content powers how we work.
• Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations.
• Box lives its values, with community and in-person collaboration being a core part of our culture.
• At Box, we believe unique and diverse experiences benefit our culture, our products, our customers, our company, and our world.
• We aim to recruit a passionate, high-performing workforce that reflects the world we live in.
• Box is committed to fair and equitable compensation practices.

Equal Opportunity

• We are an equal opportunity employer and value diversity at our company.
• We do 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.
• Box strives to respect the dignity and ‎‎independence of people with disabilities and is committed to giving them the same ‎‎opportunity to succeed as all other employees.
• Inclusiveness is core to our culture at Box, and we strive to ensure you get the most from your interview experience.
• Box makes reasonable accommodations for applicants with disabilities.
• Notice to applicants in Los Angeles: Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chair Ordinance.
• Notice to applicants in San Francisco: Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chair Ordinance.