Location: HQ // Remote
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 over 99,000 businesses, including 70% of the Fortune 500 who trust Box to manage their content in the cloud.
WHAT IS CUSTOMER SUCCESS?
The Customer Success organization's mission is to empower & inspire out customers to do amazing things with Box. To do this, we must ensure every customer is healthy, successful, & driving business outcomes with our products, which leads to customer retention & growth.
In order to understand the health of our customer base & drive improvement, Box uses a framework to 1) measure the health of each individual customer & our customer base as a whole, 2) prioritize focus by identifying which customers and/or segments require attention, & 3) deploy a standard operating motion to drive improvement in customer health at scale. We believe that healthy customers grow with us!
WHY THE TEAM NEEDS YOU
You will play a key role in driving user adoption & retention for our largest customer segment. This segment has enormous potential & requires a digital-first mindset to customer engagement. You will be held accountable for driving improvements in Customer Health , Adoption & Retention as the ultimate internal barometers of your success. Externally, our customers will experience accelerated time to value for their investment in Box. The customer journey needs further definition & you will help define this framework & how we activate it. Don't worry, you won't be alone. You will be working alongside Product Marketing, Customer Marketing, & Product Management. We need your help to refine our customer onboarding & journey at scale, define & launch customer experiments in these customer cohorts, & drive a "growth" culture throughout the Customer Success organization. We have the customer data, but we need to know what dimensions truly matter, we need insight to inform action, & we need a robust framework to execute.
WHO YOU ARE
You are of an entrepreneurial mind: you love big challenges, creating a strategy & building a team to execute your stretch goals at scale. You obsess about understanding of customer journeys & behavior from both quantitative & qualitative points of view & have experience driving customer outcomes. You thrive in a collaborative cross functional environment where the team is passionate about their mission & big goals.
You've got 8+ years of Program Management and/or Customer Experience, with at least 2 years of driving strategy & execution of digital-based user & adoption methods
You always lead with data & customer outcomes
You are obsessed with omni-channel experimentation to achieve outcomes
You have demonstrated ability to create a strategy & build a team from scratch to scale
Proven collaborator with Product / Customer Marketing to drive customer engagement through influence & joint activities
You have demonstrated your ability in making an epic impact in a large SMB & V-SMB customer base
Strong communication & presentation skills & confidence presenting to executive stakeholders on ideas & status
Familiar with predictive customer behavior models & the data analysts who support these
Highly-proactive, organized, team player capable of effectively managing several projects & ruthlessly prioritizing
EQ with an ability to work with many different stakeholders across various orgs & positively influence others
A strong alignment to our Box Values
We are an equal opportunity employer & 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, or disability status.
Ready for a fun challenge? We look forward to meeting you!