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Enterprise Customer Success Manager
1 month ago
Box is the world's leading Content Cloud, trusted by over 115,000 organizations worldwide, including nearly 70% of the Fortune 500. Our mission is to bring intelligence to the world of content management and empower our customers to transform workflows across their organizations.
Job SummaryWe are seeking an experienced Enterprise Customer Success Manager to drive the growth and retention of our customer base. This role is critical in ensuring our clients receive exceptional value and remain engaged with Box. The successful candidate will have a deep understanding of each customer's business, research and relationship-building skills, and the ability to present innovative solutions to address their specific needs.
Key Responsibilities- Conduct customer engagement calls to increase retention and develop use cases to support customers in implementation and adoption.
- Manage post-sales activity for Box's enterprise customers through strong relationship-building, product knowledge, and planning.
- Maintain a deep understanding of the product to speak with customers about relevant features and functionality.
- Develop joint success plans with customers to drive adoption and high-value use cases within the organization.
- 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 product improvement requests.
- Function as the customer advocate and provide internal feedback on how Box can better serve our enterprise customers.
- Develop industry-specific playbooks and engagement strategies.
- Bachelor's degree required.
- 4+ years of prior account management experience.
- 4+ years of experience in SaaS.
- Familiarity with Salesforce, Zendesk, and other Software-as-a-Service is a plus.
- Proactive team player with fresh ideas for 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.
Box lives its values, with community and in-person collaboration being a core part of our culture. 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.
