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Customer Success Manager

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Box

2mo ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Sales & Business Development
  • New York
  • Quick Apply

AI generated summary

  • You need a Bachelor's degree, 3+ years in Customer Success/SaaS, strong communication skills, familiarity with Salesforce/Zendesk/Tableau, and a proactive approach to customer satisfaction.
  • You will manage post-sales activities, build customer relationships, ensure product adoption, conduct check-ins and reviews, track churn risk, collaborate with teams, and advocate for customer feedback.

Requirements

  • Bachelors degree
  • 3+ years prior Customer Success or Account Management experience
  • 3+ years in SaaS environment
  • Strong communication skills and technical aptitude
  • Familiarity with Salesforce, Zendesk, and Tableau is a plus
  • Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
  • Experience in building professional relationships with a diverse range of stakeholders, including senior executives
  • Enjoys working closely with customers to ensure complete satisfaction
  • A self-starter who takes the initiative to get things done

Responsibilities

  • Manage all post-sales activity for Box’s top enterprise customers through strong relationship-building, product knowledge, planning and execution
  • Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs
  • Ensure that a plan is in place with each customer for deployment, change management and adoption programs
  • Increase customer retention by conducting regular check-in calls for tactical items, and performing strategic business reviews for alignment of objectives and outcomes
  • Track accounts to identify churn risk and work actively to eliminate that risk
  • 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, Engineering and Customer Support on identification and tracking of product improvement requests, troubleshooting and bugs
  • Function as the customer advocate and provide internal feedback on how Box can better serve our enterprise customers
  • Travel up to 40%

FAQs

What is the primary role of a Customer Success Manager at Box?

The primary role of a Customer Success Manager at Box is to work with new and existing enterprise customers to ensure they are successful and satisfied with Box's services, drive product adoption, and act as the voice of the customer internally.

What qualifications are required for this position?

A Bachelor's degree and a minimum of 3 years of prior Customer Success or Account Management experience, along with 3 years in a SaaS environment, are required for this position.

Is travel expected for this role?

Yes, this role requires travel up to 40%.

What tools and platforms should a candidate be familiar with?

Familiarity with Salesforce, Zendesk, and Tableau is a plus for candidates applying for this position.

How does the company approach diversity and inclusion?

Box values diversity and is committed to creating an inclusive culture. The company encourages candidates from diverse backgrounds to apply and does not discriminate based on race, religion, gender, sexual orientation, and other protected categories.

What is the company culture like at Box?

Box promotes community and in-person collaboration as core elements of its culture, and employees are expected to work from their assigned office a minimum of 3 days per week.

What kind of professional relationships should the Customer Success Manager expect to build?

The Customer Success Manager will build professional relationships with a diverse range of stakeholders, including senior executives, to ensure complete customer satisfaction.

Does Box offer accommodation for applicants with disabilities?

Yes, Box makes reasonable accommodations for applicants with disabilities during the application and interview process.

What is the salary range for this role?

The salary range for this position is between $115,000 and $137,500 USD, depending on factors such as knowledge, skill level, experience, and work location.

Can I apply if I don’t meet all the mentioned qualifications?

Yes, if you are enthusiastic about the role but unsure if you meet all the requirements, you are encouraged to apply.

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Box

Powering how the world works together

Technology
Industry
1001-5000
Employees
2005
Founded Year

Mission & Purpose

Box (NYSE:BOX) is the Cloud Content Management company that empowers enterprises to revolutionize how they work by securely connecting their people, information and applications. Founded in 2005, Box powers more than 87,000 businesses globally, including AstraZeneca, General Electric, P&G, and The GAP. Box is headquartered in Redwood City, CA, with offices across the United States, Europe and Asia.