Customer Success Manager

Box; Chicago (IL); On-site; USD 100,000 - 150,000; Full time

Job summary

Box is seeking a Customer Success professional to partner with enterprise customers, map and redesign critical workflows, and identify AI-powered use cases. The role emphasizes driving adoption, measurable outcomes, and executive engagement across Box's portfolio.

You will collaborate with Sales, Product, Engineering and Professional Services to deliver high-impact solutions, acting as the voice of the customer to inform internal teams and drive transformations.

Qualifications

• 3+ years of experience in customer-facing roles (Customer Success, Account Management, Solutions Consulting)
• Experience working with enterprise customers and senior stakeholders/executives
• Ability to translate customer needs into practical solutions and business outcomes
• Comfort discussing integrations, systems and data flows at a high level
• Hands-on experience with modern AI platforms and tools
• Strong communication and storytelling skills
• Proactive, self-directed, team-oriented mindset

Responsibilities

• Own the post-sales relationship for a portfolio of enterprise customers, driving measurable outcomes and long-term value realization
• Partner with customers to map and redesign critical workflows
• Identify and activate AI-powered use cases within workflows
• Translate customer goals into a clear value hypothesis, success metrics and practical AI solutions
• Lead change management to drive adoption of new workflows and behaviors, including stakeholder alignment and executive engagement
• Conduct strategic adoption reviews focusing on ROI and future opportunities
• Proactively identify risks and opportunities within accounts using qualitative insight and data
• Collaborate cross-functionally with Sales, Product, Engineering and Professional Services to expand Box footprint and influence product direction

Skills

Customer success experience

Enterprise client experience

Translate needs into solutions

Technical and business conversations

AI platforms

Communication skills

Team player

Job description

WHAT IS BOX?

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
• Comfort navigating both 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
• Proactive, self-directed, team player who brings fresh ideas for user adoption, churn mitigation and expansion

LOCATION/TRAVEL

Aligned to a Box office hub; expected in-office 3 days/week. Travel up to 40% for customer engagement

Your Recruiter will share more about how we work and company culture during the hiring process.

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.

At Box, we believe unique and diverse experiences benefit our culture, our products, our customers, our company, and our world.