AI-Driven Scaled Customer Success

Box; San Francisco (CA); On-site; USD 81,000 - 105,100; Full time

Job summary

Box is seeking a Scaled Customer Success Manager to manage post-sales engagement for a large portfolio, leveraging AI and automation to drive adoption and retention in a scalable way.

You will build digital-first playbooks, analyze health metrics, and coordinate with Marketing and Box Consulting to minimize manual effort while maximizing impact. Strong CRM hygiene and Salesforce proficiency are required, with a minimum of 3 days per week in the office.

Qualifications

• 3+ years experience in Customer Success, Account Management, or Digital Marketing.
• Experience with tech-touch or scaled customer success models.
• Familiarity with Salesforce and CRM hygiene.

Responsibilities

• Manage post-sales engagement for a large portfolio of customers with high-volume touchpoints.
• Leverage AI tools to create personalized, scalable onboarding and adoption journeys.
• Develop, test, and iterate digital-first playbooks using data to refine engagement.
• Identify friction points in the customer lifecycle and architect scalable solutions.
• Analyze customer health data to drive targeted campaigns and reduce churn.
• Collaborate with Marketing and Box Consulting to operationalize CS programs with minimal manual work.
• Provide customer feedback to inform product enhancements and AI features.

Skills

Customer Success

Account Management

Digital Marketing

Salesforce

Tools

Salesforce

Job description

Box is seeking a Scaled Customer Success Manager to manage post-sales engagement for a large portfolio, leveraging AI and automation to drive adoption and retention in a scalable way.

You will build digital-first playbooks, analyze health metrics, and coordinate with Marketing and Box Consulting to minimize manual effort while maximizing impact. Strong CRM hygiene and Salesforce proficiency are required, with a minimum of 3 days per week in the office.