Customer Success Manager

Box; San Francisco (CA); Hybrid; USD 87,000 - 108,000; Full time

Job summary

Box, based in San Francisco, seeks a Customer Success Manager to own a West region SMB portfolio, drive adoption, renewals, and growth while leveraging AI to scale outcomes. You will lead value-focused demos, build trusted partnerships, and collaborate across teams to remove roadblocks and deliver measurable value.

Hybrid role based in San Francisco or Redwood City with 3 days in the office; travel within the West region as needed.

Qualifications

• 2+ years of customer success, account management, or related client-facing experience managing a book of business.
• Proven track record of ownership and proactive problem-solving that led to measurable customer outcomes.
• Strong relationship management and communication skills; comfortable leading demos and executive conversations.
• Operationally rigorous with experience navigating business systems for forecasting and health tracking.
• Growth-minded, coachable, and adaptable; excited to learn and leverage AI to improve workflows.

Responsibilities

• Own a book of West region SMB accounts and build trusted partnerships that drive adoption, renewal, and growth.
• Lead discovery, value reviews, and product demos that tie business goals to clear outcomes.
• Maintain operational rigor across systems—forecast renewals, track health, and prioritize actions based on signals.
• Build account plans, identify risks/opportunities, and execute proactive playbooks to improve customer value.
• Collaborate cross-functionally to remove roadblocks and deliver solutions that matter.
• Prioritize customer meetings (virtual and onsite as needed) to accelerate impact across your territory.
• Surface insights from your portfolio to influence territory planning and process improvements.
• Champion a growth mindset and experiment with AI‑enabled workflows to scale customer success.

Skills

Customer success

Account ownership

Relationship management

Forecasting

Growth mindset

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.

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
Our Customer Success team powers long-term customer value and growth across the West region. We’re hiring Customer Success Managers based in San Francisco or Redwood City to own a book of SMB accounts, drive adoption, and partner with customers to deliver measurable outcomes. You’ll bring operational rigor, a growth mindset, and strong relationship skills to help our customers realize the full value of Box.
In this role, you will manage a curated portfolio with flexibility to travel for high-impact onsite moments. You’ll collaborate across teams, lead value-focused demos, and turn insights into action that increases retention and expansion.
What You’ll Do
We are an AI‑first company. This means you approach your work with a growth mindset and find ways to leverage AI to help make faster, smarter decisions that will 10X your impact at Box.

• Own a book of West region SMB accounts and build trusted partnerships that drive adoption, renewal, and growth.
• Lead discovery, value reviews, and product demos that tie business goals to clear outcomes.
• Maintain operational rigor across systems—forecast renewals, track health, and prioritize actions based on signals.
• Build account plans, identify risks/opportunities, and execute proactive playbooks to improve customer value.
• Collaborate cross-functionally to remove roadblocks and deliver solutions that matter.
• Prioritize customer meetings (virtual and onsite as needed) to accelerate impact across your territory.
• Surface insights from your portfolio to influence territory planning and process improvements.
• Champion a growth mindset and experiment with AI‑enabled workflows to scale customer success.

Who You Are

• 2+ years of customer success, account management, or related client‑facing experience managing a book of business.
• Proven track record of ownership and proactive problem‑solving that led to measurable customer outcomes.
• Strong relationship management and communication skills; comfortable leading demos and executive conversations.
• Operationally rigorous with experience navigating business systems for forecasting and health tracking.
• Growth‑minded, coachable, and adaptable; excited to learn and leverage AI to improve workflows.
• Comfortable managing a mixed SMB portfolio, prioritizing impact across multiple accounts.
• Hybrid: Based in San Francisco or Redwood City with 3 days/week in-office; travel within the West region as needed.

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!
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. Box strives to respect the dignity and independence of people with disabilities and is committed to giving them the same opportunity to succeed as all other employees. Inclusiveness is core to our culture at Box, and we strive to ensure you get the most from your interview experience.
Box makes reasonable accommodations for applicants with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please complete this form. Reasonable accommodations may include scheduling adjustments, document dictation and beyond.
Notice to applicants in Los Angeles: Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chair Ordinance. The Fair Chance Ordinance is provided here.
Notice to applicants in San Francisco: Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chair Ordinance. The Fair Chance Ordinance is provided here.
For details on how we protect your information when you apply, please see our Personnel Privacy Notice. If you are a California‑resident, please read our California Applicant & Candidate Privacy Notice here.
Box is committed to fair and equitable compensation practices. Actual base salary (or OTE if commissionable role) is dependent upon factors such as: knowledge, skill level, experience, and work location. This role is also eligible for equity and benefits. For more information, check out our benefits and perks. In accordance with OFCCP compliance, here is the Pay Transparency Provision.
San Francisco Pay Range: $86,500 USD - $108,000 USD
Box is committed to fair and equitable compensation practices. Actual base salary (or OTE if commissionable role) is dependent upon factors such as: knowledge, skill level, experience, and work location. This role is also eligible for equity and benefits. For more information, check out our benefits and perks. In accordance with OFCCP compliance, here is the Pay Transparency Provision.
Redwood City Pay Range: $86,500 USD - $108,000 USD