Team Manager, Customer Success

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.

• Inspire, develop, and hold accountable a team of high-performing Customer Success Managers. Create clarity around goals and metrics, while coaching through challenging scenarios
• Design and drive strategic improvements to scale processes, services, and systems to enable the team to exceed adoption, retention, and growth objectives
• Build your team’s confidence in Box AI by modeling fluency in intelligent content management, metadata automation, and the AI-first era of work. Ensure CSMs can confidently connect AI use cases to regulated customer workflows
• Provide the team with guidance on building and maintaining strong customer relationships; serve as a coach in navigating challenging customer situations through proven Customer Success practices
• Partner with sales, renewals, consulting and other cross-functional leadership to drive business outcomes
• Be a thought leader and establish executive relationships with key customers
• Create a culture of accountability and execution through data driven strategies
• Drive successful platform adoption, customer outcomes, retention and expansion goals ultimately improving customer lifetime journey and value
• Foster a culture of accountability, inclusion, and grit. Model Box’s values and leader mindsets across the team 

• 6+ years of experience managing customer relationships with a successful track record of driving retention and health
• 1+ years of experience managing a team; a natural leader and passionate coach who inspires his/her team to elevate performance
• Culture builder who champions belonging, resilience and team cohesion. Leads with transparency, growth mindset and inclusion
• Collaborative team player with track record of partnering with sales, product and other cross-functional stakeholders to deliver results, help identify and close new business, and drive retention
• Strong understanding of Financial Services, Life Sciences, and regulated industries
• Ability to thrive in a high-growth, fast-paced environment and adapt quickly to changing demands
• Data-driven decision maker with a strong focus on execution and accountability
• Customer obsessed, trusted advisor to key executives, able to articulate business value and influence retention/expansion decisions
• Proactive, organized problem-solver with the ability to execute at both the strategic and tactical level; able to roll up his/her sleeves to get things done
• Strong operational rigor and effective project management skills; able to drive cross-functional collaboration to achieve results
• Tech savvy and excited to learn Box's products; ability to evangelize our intelligent content management solution alongside a team of CSMs
• Confident discussing AI trends and Box AI capabilities with executives. Able to coach CSMs to lead AI-first customer conversations and translate innovation into adoption outcomes

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.