Sr. Customer Success Manager

Box; San Francisco (CA); On-site; USD 142,000 - 178,000; Full time

Job summary

An established industry player is seeking a dynamic Sr. Customer Success Manager to drive customer engagement and retention in the Media & Entertainment sector. This role is pivotal in managing relationships with enterprise clients, ensuring they derive maximum value from the platform. You will leverage your account management skills to understand customer needs and provide tailored solutions, all while collaborating closely with internal teams. Join a forward-thinking company that values innovation and customer satisfaction, and be part of a transformative journey in content management. If you are passionate about customer success and thrive in a collaborative environment, this opportunity is for you.

Qualifications

• 4+ years of experience in account management and SaaS.
• Experience in Media & Entertainment vertical is preferred.

Responsibilities

• Increase customer retention through engagement calls and strategic reviews.
• Manage post-sales activities and build strong customer relationships.

Skills

Account Management

Customer Engagement

Relationship Building

SaaS Experience

Change Management

Education

Bachelor's Degree

Tools

Salesforce

Zendesk

Job description

Sr. Customer Success Manager, Media & Entertainment

Join to apply for the Sr. Customer Success Manager, Media & Entertainment role at Box

Sr. Customer Success Manager, Media & Entertainment

Join to apply for the Sr. Customer Success Manager, Media & Entertainment role at Box

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This range is provided by Box. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$142,000.00/yr - $177,500.00/yr

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 AstraZeneca, 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?

This role is vital for driving the growth and retention of our customer base, which directly impacts our company’s success and stability. By strategically managing and expanding your book of business, you ensure that our clients receive exceptional value and remain engaged with Box. Your ability to deeply understand each customer's business through research and relationship-building—reaching all levels, including the C-suite—is crucial for identifying and addressing their specific needs. This deep insight allows you to present innovative solutions and conduct thorough discovery to fully grasp and resolve their pain points.

As a trusted partner, your role helps companies thrive and continue their partnership with Box. Managing a diverse range of customers at various stages of their lifecycle requires resilience, adaptability, and a high degree of operational rigor. Your dedication to mastering our products and executing with precision ensures that we deliver unparalleled value, making your role essential to our clients' success and our company’s growth.

What You'll Do

• Increase customer retention by conducting customer engagement calls in person and virtually, developing use cases and supporting customers in implementation and adoption as well as performing strategic business reviews with C-level Executives and decision makers to align on their objectives and outcomes.
• Manage all post-sales activity for Box’s enterprise customers through strong relationship-building, product knowledge, planning and execution.
• Maintain a deep understanding of the product in order to speak with customers about the most relevant features/functionality for their specific business needs.
• Develop joint success plans with customers to ensure there is a plan is in place to drive adoption and high value use cases within the organization through change management.
• Track accounts to identify churn risk and work actively to improve customer health and retention
• Partner with Sales and Professional Services to develop a plan for making Box a part of each customer’s core architecture.
• Work closely with Product and Engineering on identification and tracking of product improvement requests.
• Function as the customer advocate and provide internal feedback on how Box can better serve our enterprise customers.
• Develop, test, and iterate on industry specific playbooks and engagement strategies.
• Program creation for initiatives specific to deepening adoption and relationships with our enterprise customers.
  
  

Who You Are

• Bachelors degree required
• 4+ years prior account management experience
• 4+ years of experience in SaaS
• Experience working with customers in the Media & Entertainment vertical
• Familiarity with Salesforce, Zendesk, and other Software-as-a-Service is a plus
• Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
• Enjoys working closely with customers to ensure complete satisfaction
• A self-starter who takes the initiative to get things done
  
  

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 2 days per week, with a focus on Tuesdays and Thursdays. Your Recruiter will share more about how we work and company culture during the hiring process.

Head-over-heels about this role — but not sure you meet all the requirements? Apply anyway! Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Box, we take a big-picture approach to hiring that fosters authenticity, diversity, and inclusion. If you're passionate about this opportunity, chances are, you shine pretty bright.

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 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 on benefits, check out our healthcare benefits and additional Box Benefits + Perks.

In accordance with OFCCP compliance, here is the Pay Transparency Provision.

United States Pay Range

$142,000—$177,500 USD

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Software Development, Technology, Information and Internet, and IT Services and IT Consulting

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