Enterprise Customer Success Manager II

Box • San Francisco, CA

1d • Hybrid

About The Position

This role is vital for driving the growth and retention of our customer base, which directly impacts our company’s success and stability. By strategically managing and expanding your book of business, you ensure that our clients receive exceptional value and remain engaged with Box. Your ability to deeply understand each customer's business through research and relationship-building—reaching all levels, including the C-suite—is crucial for identifying and addressing their specific needs. This deep insight allows you to present innovative solutions and conduct thorough discovery to fully grasp and resolve their pain points. As a trusted partner, your role helps companies thrive and continue their partnership with Box. Managing a diverse range of customers at various stages of their lifecycle requires resilience, adaptability, and a high degree of operational rigor. Your dedication to mastering our products and executing with precision ensures that we deliver unparalleled value, making your role essential to our clients' success and our company’s growth.

Requirements

• Bachelors degree or equivalent experience required
• 3+ years prior account management experience
• 2+ years of experience in SaaS
• A drivers license may be required if you are asked to visit clients onsite.

Nice To Haves

• Experience with enterprise accounts preferred
• Familiarity with Salesforce, Zendesk, and other Software-as-a-Service is a plus
• Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
• Enjoys working closely with customers to ensure complete satisfaction
• A self-starter who takes the initiative to get things done

Responsibilities

• Increase customer retention by conducting customer engagement calls in person and virtually, developing use cases and supporting customers in implementation and adoption as well as performing strategic business reviews with C-level Executives and decision makers to align on their objectives and outcomes.
• Manage all post-sales activity for Box’s enterprise customers through strong relationship-building, product knowledge, planning and execution.
• Maintain a deep understanding of the product in order to speak with customers about the most relevant features/functionality for their specific business needs.
• Develop joint success plans with customers to ensure there is a plan is in place to drive adoption and high value use cases within the organization through change management.
• Track accounts to identify churn risk and work actively to improve customer health and retention
• Partner with Sales and Professional Services to develop a plan for making Box a part of each customer’s core architecture.
• Work closely with Product and Engineering on identification and tracking of product improvement requests.
• Function as the customer advocate and provide internal feedback on how Box can better serve our enterprise customers.
• Develop, test, and iterate on industry specific playbooks and engagement strategies.
• Program creation for initiatives specific to deepening adoption and relationships with our enterprise customers.

Benefits

• 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.
• Box is committed to fair and equitable compensation practices.
• This role is also eligible for equity and benefits.
• For more information on benefits, check out our healthcare benefits and additional Box Benefits + Perks .

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees