Enterprise Customer Success Manager

1 month ago


Étreux, Hauts-de-France, United States Box Full time
Customer Success Manager - Enterprise

Box is the world's leading Content Cloud, trusted by over 115,000 organizations worldwide. As a Customer Success Manager - Enterprise, you will work closely with new and existing business and enterprise customers to ensure their success with Box. Your primary goal will be to onboard these accounts, drive adoption, and build high customer satisfaction.

Key Responsibilities:
  • Manage post-sales activity for top enterprise customers through strong relationship-building, product knowledge, and planning.
  • Maintain a deep understanding of the product and communicate relevant features and functionality to customers.
  • Develop and implement plans for deployment, change management, and adoption programs.
  • Conduct regular check-in calls and strategic business reviews to ensure customer retention and alignment of objectives.
  • Identify and mitigate churn risk, working closely with Sales and Professional Services to develop plans for making Box a core part of each customer's architecture.
  • Collaborate with Product, Engineering, and Customer Support to identify and track product improvement requests, troubleshoot issues, and resolve bugs.
  • Act as a customer advocate, providing internal feedback on how Box can better serve its enterprise customers.
Requirements:
  • Bachelor's degree required.
  • 4+ years of experience in Customer Success or Account Management, with 3+ years in a SaaS environment.
  • Strong communication and technical skills, with familiarity with Salesforce, Zendesk, and other SaaS platforms.
  • Proactive team player with a passion for user adoption and churn mitigation.
  • Self-starter who takes initiative to drive results.


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