Enterprise Customer Success Manager

4 weeks ago

New York, New York, United States Box Full time
About the Role

We are seeking a highly skilled Enterprise Customer Success Manager to join our team at Box. As a key member of our customer success organization, you will be responsible for ensuring the supreme success and delight of our enterprise customers with Box.

You will work closely with our customers to drive adoption, spur usage, and build high customer satisfaction. Your strong relationship-building skills, product knowledge, and planning and execution abilities will be essential in managing all post-sales activity for our top enterprise customers.

Key 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%

Requirements:

  • Bachelors degree required
  • 4+ years prior Customer Success or Account Management experience
  • 3+ years in SaaS environment
  • Strong communication skills and technical aptitude
  • 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

About Box

Box is the world's leading Content Cloud. We are trusted by more than 115K organizations around the world today, including nearly 70% of the Fortune 500 and leaders across deeply regulated industries. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations.

Why Box Needs You

This role works with new and existing business and enterprise customers to ensure that they are supremely successful with and delighted by Box. You will be responsible for effectively onboarding these accounts onto our services, spur usage in the early stages and ongoing, and build high customer satisfaction.

What You'll Do

  • 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%

Who You Are

  • Bachelors degree required
  • 4+ years prior Customer Success or Account Management experience
  • 3+ years in SaaS environment
  • Strong communication skills and technical aptitude
  • 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

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