Scaled Customer Success Manager I

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 AstraZeneca, 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:

The Scaled Customer Success Manager at Box supports customer retention, health and growth by driving business value and managing a large portfolio. Responsibilities include analyzing customer data, identifying churn risks, and working well cross functionally with teams like Sales and Consulting. The ideal candidate has 3+ years of experience in customer success, account management, or customer marketing at scale, excels in high-volume customer interactions across multiple channels, and has strong writing skills. Marketing experience is a plus.

Our Scaled team needs an ambitious, highly productive individual to help us with an adoption and growth mindset along with best practices to help drive business value for our ever-growing customer base. This customer-facing team is innovative and agile – we’re quick to experiment and live up to the Box values "Take risks. Fail fast" while we “Blow our Customer’s Minds.” We need fresh eyes and customer-centric people who can help us continue to build an outstanding Scaled Customer Success program.

You will as act as the voice of your customers internally at Box. Creative, curious, upbeat and self-driven, you understand the customer and their use cases and know how to be a trusted partner so companies grow with Box. You can manage numerous customers at different stages of the customer lifecycle with ease. You also love understanding a product in-depth and educating customers on how it can benefit them. 

WHAT YOU'LL DO:

• Manage post-sales activity for hundreds of Box’s Scaled customers through touch points that require product knowledge, prioritization, project management and the ability to quickly build rapport

• Maintain a deep understanding of the product and make recommendations on how customers can use it to accelerate their own business objectives

• Demonstrate both high-touch and one-to-many tactics with customers to drive positive outcomes and articulate value realized for their businesses

• Develop, test, and iterate on scaled playbooks and engagement strategies

• Analyze customer data to build and execute engagement strategies within your customer portfolio

• Proactively identify and flag churn risk and work actively with broader account team to mitigate

• Partner with Marketing, Sales and Box Consulting to provide effective customer engagements

• Function as the voice of the customer, identifying customer trends and providing internal feedback on how Box can better serve our customers

WHO ARE YOU:

We are an AI-first company. This means you approach your work with a growth mindset and find ways to leverage AI to help make faster, smarter decisions that will 10X your impact at Box.

• Degree required

• 3+ years experience supporting customers in customer success / account management / customer marketing at scale

• Significant level of comfort interacting with a high volume of customers, over a variety of mediums (phone, email, webinars). Strong writing skills and marketing experience would be a plus

• Self-starter who has fresh ideas when it comes to growing customer engagement

• Great prioritization skills and ability to execute on customer-facing activities

• Ability to make changes on the fly and continuously improve our processes

• Familiarity with Salesforce, Outreach.io, Gong

• Team player and customer advocate motivated by helping others succeed

• You know how to listen to the customer and translate their business needs into a personalized consultation

• Highly data-driven and intrigued by the challenge of delivering a customized yet repeatable experience to hundreds of customers - you love Tableau, SFDC reporting & Excel.

• You're a go-getter who thrives in a fast-paced environment, embraces change and takes the initiative to get things done

Box lives its values, with community and in-person collaboration being a core part of our culture. Boxers are expected to work from their assigned office a minimum of 3 days per week. Your Recruiter will share more about how we work and company culture during the hiring process.

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. If you are head-over-heels about this role but unsure if you meet all the requirements, we encourage you to apply!

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. If a reasonable accommodation is needed to participate in the job application or interview process, please complete this form. Reasonable accommodations may include scheduling adjustments, document dictation and beyond.

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.  The Fair Chance Ordinance is provided here. 

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.  The Fair Chance Ordinance is provided here. 

For details on how we protect your information when you apply, please see our Personnel Privacy Notice. If you are a California-resident, please read our California Applicant & Candidate Privacy Notice here.

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