Mid-Market Customer Success Manager

WHAT IS BOX?

Box is the world’s leading Content Cloud. We are trusted by more than 115K organizations around the world today, including nearly 70% of the Fortune 500 and leaders across deeply regulated industries (such as AstraZeneca, JLL, and Nationwide), to protect their data, fuel collaboration, and power critical workflows with secure, enterprise AI.

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.

Founded in 2005, Box is headquartered in Redwood City, CA, and we have offices across the United States, Europe, and Asia.

WHY BOX NEEDS YOU?

This role works with new and existing business and Mid-Market customers to ensure that they are supremely successful with and delighted by Box. You will be responsible for effectively onboarding these accounts onto our services, spur usage in the early stages and ongoing, and build high customer satisfaction. You will work with your accounts actively to drive adoption, as well as act as the voice of your customers internally at Box. Creative, energetic and self-driven, you understand the customer and their use cases and know how to be a trusted partner so companies stay and grow with Box. You can manage numerous customers at different stages of the customer lifecycle with ease. You also love understanding a product in depth and then communicating those solutions to the users. 

WHAT YOU'LL DO

• Manage all post-sales activity for Box’s largest Mid-Market 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

• Increase customer retention by conducting regular engagement touchpoints, and performing strategic business reviews with C-level Executives and decision makers to align on their objectives and outcomes

• Improve customer health by developing comprehensive portfolio plan(s) and tracking progress

• 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 and bugs

• Function as the customer advocate and provide internal feedback on how Box can better serve our enterprise customers

WHO YOU ARE

• Bachelors degree required 

• 4+ years prior account management experience 

• 4+ years of experience in SaaS

• Strong communication skills and technical aptitude

• 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

• Highly organized with strong operational rigor

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.

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.

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Last updated on Aug 28, 2024