Scaled Customer Success Manager

WHAT IS BOX? 

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.

 

WHY BOX NEEDS YOU:

We are seeking a tenacious, self-motivated, Scaled Customer Success Manager who isn't just looking to manage relationships—you want to revolutionise how we support and retain them. We need a builder with true grit who is obsessed with efficiency, automation, and the potential of AI to better onboard and adopt our customers, engage them throughout their lifecycle and drive customer value at scale.

 

Our Scaled team operates at the intersection of human empathy and digital efficiency. We need someone who thrives in ambiguity and will live up to the Box value "Take risks. Fail fast. GSD". You are innovative, agile, and eager to experiment with new technologies to "Blow our Customer’s Minds." If you are a self-starter who looks at a repetitive manual process and immediately thinks, "How can I automate this?", you belong here.

 

WHAT YOU'LL DO:

• Manage post-sales engagement for a large portfolio of customers, balancing high-volume touchpoints with strategic prioritization.

• Maintain a deep understanding of the product to advise how customers can transform their own processes and accelerate their business objectives

• 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, Sales and Box Consulting to provide effective, efficient and scalable customer engagements to 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.

 

WHO YOU ARE:

• Resilient and Gritty: You thrive in fast-paced environments where the answers aren't always provided. You view setbacks as data points for improvement, not failures.

• 2+ years experience in Customer Success, Account Management, or Digital Marketing, preferably with exposure to "tech-touch" or scaled models.

• Self-Starter: You take initiative without waiting for permission. You identify gaps in the process and build the bridge to fix them.