WHAT IS BOX?

Box is the market leader for Cloud Content Management. Our mission is to power how the world works together. Box is partnering with enterprise organizations to accelerate their digital transformation by creating a single platform for secure content management, collaboration & workflow. We have an amazing opportunity to further establish ourselves as leaders in the space, & we need strong advocates to help us achieve that goal. 

By joining Box, you will have the unique opportunity to help capture a majority of this developing market & define what content management looks like for the digital enterprise. Today, Box powers 100,000+ businesses, including many top Fortune 500 companies who trust our secure collaboration platform to manage the entire content lifecycle.

WHY BOX NEEDS YOU:

We are looking for a Scaled Customer Success Manager who understands the value of nurturing customer relationships, at scale. You will be responsible for engaging with customers post-sale, driving user adoption & business value to help support high retention. 

Our Scaled team needs ambitious, highly productive individuals to provide us with onboarding & adoption best practices & help drive business value for our ever-growing customer base. This customer-facing team is innovative & agile were quick to experiment & live up to the Box values "Take risks. Fail fast" while we Blow our Customers Minds. We need fresh eyes & customer-centric people who can help us continue to build an outstanding Scaled Customer Success program.

You will work with a large portfolio of customers to proactively onboard customers & drive adoption, as well as act as the voice of your customers internally at Box. Creative, curious, upbeat & self-driven, you understand the customer & their use cases & 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 & educating customers on how it can benefit them. 

WHAT YOU'LL DO:

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

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

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

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

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

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

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

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

WHO ARE YOU:

• 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 & marketing experience would be a plus

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

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

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

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

• Familiarity with Salesforce

• Team player & customer advocate motivated by helping others succeed

• Highly data-driven & intrigued by the challenge of delivering a customized yet repeatable experience to hundreds of customers

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