Scaled Customer Success Manager

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

Job summary

Box in New York City is seeking a tenacious Scaled Customer Success Manager to manage post‑sales engagement for a large portfolio, balancing high‑volume touchpoints with strategic priorities.

You will leverage AI and automation to create personalized journeys, develop digital‑first playbooks, and partner with Marketing and Box Consulting to scale programs with minimal manual work while protecting customer outcomes.

Qualifications

• 3+ years in Customer Success, Account Management, or Digital Marketing.
• Self-starter who identifies gaps and builds the fix.
• Data-driven storyteller translating usage metrics into customer narratives.
• Strong writing skills for mass communications and webinars.
• Adaptable to change and new engagement models.
• Familiarity with Salesforce and CRM hygiene.

Responsibilities

• Manage post-sales engagement for a large portfolio of customers.
• Leverage AI tools to create personalized, one-to-many journeys.
• Develop, test, and iterate on digital-first playbooks.
• Identify friction points and architect scalable solutions.
• Analyze customer health data to mitigate churn.
• Partner with Marketing and Box Consulting to scale programs.
• Provide internal feedback on product AI features.

Skills

Resilient and Gritty

Tech-Savvy Innovator

3+ years experience

Self-Starter

Data-Driven Storyteller

Expert Level Communicator

Adaptable

Salesforce Proficient

Tools

Salesforce

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:

We are seeking a tenacious, self‑motivated Scaled Customer Success Manager who isn't just looking to manage relationships, you want to revolutionize how we support them. We need a builder with true grit who is obsessed with efficiency, automation, and the potential of AI to drive customer value at a massive scale.

Our Scaled team operates at the intersection of human empathy and digital efficiency. We need someone who thrives in ambiguity and refuses to settle for "how it's always been done." You are innovative, agile, and eager to experiment with new technologies to "Blow our Customer’s Minds." If you are a self‑starter who looks at a repetitive manual process and immediately thinks, "How can I automate this?", you belong here.

WHAT YOU'LL DO:

• Manage post‑sales engagement for a large portfolio of customers, balancing high‑volume touchpoints with strategic prioritization.

• Leverage AI tools and automation platforms to create personalized, "one‑to‑many" customer journeys that drive adoption and retention.

• Develop, test, and iterate on digital‑first playbooks, utilizing data to refine engagement strategies.

• Act as a proactive problem solver; identify friction points in the customer lifecycle and architect scalable solutions to remove them.

• Analyze customer health data to execute targeted campaigns that mitigate churn risk before it escalates.

• Partner with Marketing and Box Consulting to operationalize customer success programs that require minimal manual intervention but deliver maximum impact.

• Serve as the internal voice of the customer, specifically providing feedback on how product enhancements or AI features can better solve user needs.

WHO YOU ARE:

• Resilient and Gritty: You thrive in fast‑paced environments where the answers aren't always provided. You view setbacks as data points for improvement, not failures.

• Tech‑Savvy Innovator: You have a genuine passion for AI, automation, and workflow efficiency. You are comfortable exploring new tools (GenerativeAI, in‑app guidance tools, etc.) to scale your impact.

• 3+ years experience in Customer Success, Account Management, or Digital Marketing, preferably with exposure to "tech‑touch" or scaled models.

• Self‑Starter: You take initiative without waiting for permission. You identify gaps in the process and build the bridge to fix them.

• Data‑Driven Storyteller: You can analyze usage metrics to prioritize your day and translate complex data into compelling narratives for customers.

• Expert Level Communicator: Strong writing skills are essential for crafting effective mass communications and webinars.

• Adaptable: You embrace change and can pivot quickly as we experiment with new engagement models.

• Salesforce Proficient: Familiarity with CRM hygiene and reporting is required.

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.

Based on current business needs, there is no relocation assistance provided for this role.

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.

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.

New York City Pay Range

$81,000 — $105,000 USD