Customer Success Manager, Public Sector

Box; New York (NY); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Box is seeking a Customer Success Manager for our Public Sector team in the United States. You will act as a trusted advisor for Federal, State, and Local agencies, expanding their use of Box while driving measurable outcomes and AI-driven workflows.

You will work cross-functionally with Sales, Product, and Engineering to ensure onboarding, adoption, and value realization across a portfolio of enterprise customers.

Qualifications

• 2+ years of experience in Customer Success, Account Management, Solutions Consulting, or a related customer-facing role in SaaS.
• Experience working with enterprise customers and engaging with senior stakeholders and executives.
• Translate customer needs into practical solutions and business outcomes.
• Comfort navigating integrations, systems, and data flows at a high level.
• Solid hands-on experience with modern AI platforms and tools.
• Strong communication and storytelling skills.

Responsibilities

• Own the post-sales relationship for a portfolio of enterprise customers, focusing on measurable business outcomes and long-term value realization.
• Partner with customers to map and redesign critical 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 outcomes, ROI and future opportunities.
• Identify risks and opportunities within accounts using qualitative insights and data.
• Collaborate with Sales, Product, Engineering and Professional Services to act as the voice of the customer.

Skills

Customer Success

Account Management

Stakeholder Engagement

SaaS

Communication

Public Sector

AI platforms

Tools

Salesforce

AI tools

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 looking for a Customer Success Manager to join our Public Sector team. In this role, you’ll be the trusted advisor and strategic partner for Federal, State and Local agencies as they adopt and expand their use of Box. This is not a passive account management role. You’ll be at the forefront of helping public sector organizations reimagine how they manage content, automate workflows, and unlock the power of AI — all within the compliance and security frameworks that government and education customers require.

You won’t just advise on AI — you’ll roll up your sleeves and help customers become AI-native enterprises. That means partnering with agency leaders and frontline staff alike to identify high-impact use cases, design AI-powered workflows, and build toward measurable outcomes. You’ve shipped real results, not just demos, and you know how to guide an organization from AI curiosity to AI transformation.

You’ll guide customers from onboarding through deep, measurable adoption, ensuring they realize the full value of the Box platform at every stage of their journey. You’ll work cross-functionally with Sales, Product, and Engineering, and you’ll serve as the voice of the public sector customer inside Box.

If you’re energized by complex, mission-driven environments, passionate about AI’s potential to transform public services, and skilled at building relationships across all levels of an organization — from IT administrators to agency leadership — this role is for you.

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

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:

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. 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.

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

2+ years of experience in Customer Success, Account Management, Solutions Consulting, or a related customer-facing role in SaaS

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

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. We aim to recruit a passionate, high-performing workforce that reflects the world we live in.

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 .

NOTICE OF USE OF AI

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 .

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.