Customer Success Manager

The role

This person will manage all post-sales activities for top and enterprise customers through relationship building, product knowledge, and strategic planning. They will propose solutions and use cases for Box products and Box AI to drive business transformation and customer retention.

What you will do

• Manage all post-sales activities for top and enterprise customers
• Propose and deploy solutions and business transformation use cases for Box products and Box AI
• Create and execute plans for implementation, change management, adoption, and utilization
• Improve retention rates and NPS through regular meetings and quarterly business reviews
• Manage churn risk and health scores
• Develop strategic plans with sales and professional services to integrate Box and Box AI into customer architecture
• Identify and follow up on requirements and bugs with product and engineering teams
• Provide feedback to the company to improve products as the voice of the customer

Required qualifications

• 3+ years of account management or customer success experience in the IT industry
• Ability to build trust and increase satisfaction with customers
• Ability to connect with multiple stakeholders including IT and business departments
• Basic technical knowledge to answer customer questions
• High interest in generative AI and enterprise technology trends

Nice to have

• Consulting experience regarding business process improvement or DX promotion
• Experience using Salesforce, Zendesk, or other SaaS
• English language skills

About the company

Box is a leading company in Intelligent Content Management (ICM) platforms. The company aims to facilitate enterprise collaboration, manage content lifecycles, and transform business workflows with enterprise AI.