Enterprise Customer Success Manager II at Boxinc

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 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 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. • Bachelors degree or equivalent experience required • 3+ years prior account management experience • 2+ years of experience in SaaS • Experience with enterprise accounts preferred • 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 • A drivers license may be required if you are asked to visit clients onsite. 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. 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. If you are head-over-heels about this role but unsure if you meet all the requirements, we encourage you to apply! 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. #LI-KS1 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$111,000—$138,500 USD