Scaled Customer Success Manager: AI-Driven Growth

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

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.