Customer Success Manager

Box is the leader in Intelligent Content Management, helping organizations fuel collaboration and transform business workflows with enterprise AI. The Customer Success Manager will partner with enterprise customers to drive adoption and transformation of workflows using Box's platform, focusing on measurable business outcomes and long-term value realization.

Responsibilities:

• Own the post-sales relationship for a portfolio of enterprise customers, with a focus on driving measurable business outcomes and long-term value realization
• Partner with customers to map and redesign critical workflows
• Identify and activate AI-powered use cases within these workflows
• Translate customer goals into a clear value hypothesis, success metrics and practical AI solutions
• Lead change management efforts to drive adoption of new workflows and behaviors, including stakeholder alignment, enablement and executive engagement
• Conduct strategic adoption business reviews that focus on outcomes, ROI and future opportunities
• Proactively identify risks and opportunities within accounts, using both qualitative insight and data to guide action
• Partner cross-functionally with Sales, Product, Engineering and Professional Services to:
• Expand Box’s footprint within the customer
• Influence product direction based on real-world use cases
• Deliver cohesive, high-impact solutions
• Serve as the voice of the customer, bringing structured insights on workflows, pain points and AI opportunities back to internal team

Requirements:

• 3+ years of experience in Customer Success, Account Management, Solutions Consulting, or a related customer-facing role in SaaS
• Experience working with enterprise customers and engaging with senior stakeholders and executives
• Demonstrated ability to translate customer needs into practical solutions and business outcomes
• Comfort navigating both technical and business conversations, including discussing integrations, systems, and data flows at a high level
• Solid hands-on experience with modern AI platforms and tools, with enough technical depth to understand, evaluate, and challenge solutions without needing to write production code
• Strong communication and storytelling skills, with the ability to articulate value clearly and persuasively
• Proactive, self-directed, team player who brings fresh ideas for user adoption, churn mitigation and expansion