Customer Success Manager

Box; Greater London; On-site; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Pension

Medical and dental coverage

25 days vacation (plus birthday off)

Gym membership

Free lunch

Job summary

Box is seeking a Customer Success/Account Management professional in the UK to partner with enterprise customers and drive measurable business outcomes using content and AI. You will map customer needs to practical AI-enabled solutions, engage senior stakeholders, and work cross-functionally with Sales, Product, Engineering and Professional Services to expand Box’s footprint.

The role requires 3+ years of experience in Customer Success, Account Management, Solutions Consulting, or related areas,

Qualifications

• 3+ years of experience in Customer Success, Account Management, Solutions Consulting, or a related customer-facing role.
• Experience working with enterprise customers and engaging with senior stakeholders and executives.
• Ability to translate customer needs into practical solutions and business outcomes.
• Strong communication and storytelling skills with the ability to articulate value clearly.

Responsibilities

• Own the post-sales relationship for a portfolio of enterprise customers with a focus on measurable outcomes.
• Map and redesign critical workflows, identifying AI-powered use cases.
• Translate goals into a value hypothesis, success metrics and practical AI solutions.
• Lead change management to drive adoption of new workflows and behaviors with stakeholder alignment.
• Collaborate cross-functionally with Sales, Product, Engineering and Professional Services to expand Box’s footprint and deliver cohesive solutions.
• Provide voice of the customer insights to internal teams.

Skills

Customer Success

Account Management

Solutions Consulting

Executive engagement

AI platforms

Communication

Storytelling

Collaboration

Job description

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?
Box is redefining how enterprises manage and unlock value from their content in an AI-first world. In this role, you will partner with enterprise customers not only to adopt Box, but to transform how work gets done across their organization using content and AI.
You will serve as a strategic advisor and operator, helping customers understand their current content workflows, identify opportunities for improvement, and design future-state solutions that drive measurable business outcomes.
You will work closely with executive stakeholders and cross-functional teams to align on priorities, drive change management, and ensure that Box delivers tangible impact. This role represents the evolution of Customer Success at Box—from driving adoption to driving transformation. The ideal candidate combines customer success, consulting, and solution-oriented thinking—someone who is curious about how businesses operate, comfortable navigating ambiguity, and motivated by driving real outcomes.

WHAT YOU'LL DO

• Own the post-sales relationship for a portfolio of enterprise customers, with a focus on driving measurable business outcomes and long-term value realization
• Partner with customers to map and redesign critical workflows
  • Identify and activate AI-powered use cases within these workflows
• Translate customer goals into a clear value hypothesis, success metrics and practical AI solutions
• Lead change management efforts to drive adoption of new workflows and behaviors, including stakeholder alignment, enablement and executive engagement
• Conduct strategic adoption business reviews that focus on outcomes, ROI and future opportunities
• Proactively identify risks and opportunities within accounts, using both qualitative insight and data to guide action
• Partner cross-functionally with Sales, Product, Engineering and Professional Services to:
  • Expand Box’s footprint within the customer
  • Influence product direction based on real-world use cases
  • Deliver cohesive, high-impact solutions
• Serve as the voice of the customer, bringing structured insights on workflows, pain points and AI opportunities back to internal team

WHO YOU ARE

We are an AI-first company. You approach your work with a growth mindset and actively look for ways to leverage AI to drive smarter decisions, unlock new use cases, and increase your impact

• 3+ years of experience in Customer Success, Account Management, Solutions Consulting, or a related customer-facing managing a book of business
• Experience working with enterprise customers and engaging with senior stakeholders and executives
• Demonstrated ability to translate customer needs into practical solutions and business outcomes
• Strong ability to navigate technical and business conversations, including discussing integrations, systems, and data flows at a high level
• Solid hands‑on experience with modern AI platforms and tools, with enough technical depth to understand, evaluate, and challenge solutions without needing to write production code
• Strong communication and storytelling skills, with the ability to articulate value clearly and persuasively
• Highly proactive, self‑directed and team player who brings fresh ideas for user adoption, churn mitigation and expansion
• Demonstrated ability to share expertise, develop best practices and contribute to the broader success of the team

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.

At Box, we believe in the power of AI to improve the recruiting process while keeping people at the heart of every decision. For more information on the use of AI in our hiring process, please visit our webpage here .

UK Box Self Identification Survey

Here at Box our goal is to fully leverage and engage the unique talents/capabilities of diverse teams who feel like they belong. We provide a safe space to contribute your unique skills, ideas, and insights. A welcoming space is provided to learn, try new things, grow your career, test your thinking, and evolve. Our goal is to build diverse teams with broad representation that matches our customers and the world at large. We also want to make sure that you feel welcomed and supported, connected, included, and are treated fairly and with respect. We also ask that you do the same for others.

Below is a set of demographic questions and completion is entirely voluntary. Any person seeking employment at Box is considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. If you choose to respond to these questions the information will be used, in aggregate only, to help us track the effectiveness of our recruiting efforts and identify areas of improvement in our process. The information collected, or lack thereof, will not be associated with your specific application and will not in any way be used in the hiring process.