AI-Driven Scaled Customer Success Manager

Box; New York (NY); Hybrid; USD 81,000 - 105,000; Full time

Job summary

Box is seeking a tenacious Scaled Customer Success Manager to revolutionize how we support customers at scale. You will manage post-sales engagement for a large portfolio, leveraging AI and automation to drive adoption and retention while crafting digital-first playbooks.

You thrive in ambiguity, embrace experimentation with new tools, and push for scalable, data-driven improvements to customer journeys.

Qualifications

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

Responsibilities

• Manage post-sales engagement for a large portfolio at high-volume scale.
• Use AI tools and automation to personalize customer journeys.
• Develop and test digital playbooks to improve adoption.
• Identify friction in the customer lifecycle and design scalable solutions.
• Analyze health data to drive targeted churn-reduction campaigns.
• Collaborate with Marketing and Box Consulting to run streamlined programs.
• Advocate for customers to inform product and AI feature improvements.

Skills

Customer Success

Account Management

Digital Marketing

Salesforce Proficient

Tools

Salesforce

Job description

Box is seeking a tenacious Scaled Customer Success Manager to revolutionize how we support customers at scale. You will manage post-sales engagement for a large portfolio, leveraging AI and automation to drive adoption and retention while crafting digital-first playbooks.

You thrive in ambiguity, embrace experimentation with new tools, and push for scalable, data-driven improvements to customer journeys.