Customer Success Manager, Public Sector

Box is the leader in Intelligent Content Management, helping organizations fuel collaboration and transform business workflows with enterprise AI. They are seeking a Customer Success Manager II for the Public Sector team to guide California state agencies and public institutions in adopting and maximizing the use of Box and Box AI for content management and workflow automation.

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