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.
• Data-Driven Storyteller: You can analyze usage metrics to prioritize your day and translate complex data into compelling narratives for customers.
• Expert Level Communicator: Strong writing skills are essential for crafting effective mass communications and webinars.
• Tech-Savvy Innovator: You have a genuine passion for AI, automation, and workflow efficiency. You are comfortable exploring new tools (GenerativeAI, in-app guidance tools, etc.) to scale your impact.
• Adaptable: You embrace change and can pivot quickly as we experiment with new engagement models.
• Salesforce Proficient: Familiarity with CRM hygiene and reporting is required.

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! Benefits

• Box Benefits package includes pension, medical and dental coverage. We have a robust wellness program including 25 days of vacation (plus your birthday off!) and subsidized gym membership. There is such a thing as a free lunch, you can order from a daily menu along with lots of snacks and drinks. EMEA HQ office is located in the impressive White Collar Factory on Old Street; www.whitecollarfactory.com and other European offices in Paris, Munich, Amsterdam, and Warsaw.

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. For details on how we protect your information when you apply, please see our Personnel Privacy Notice.