Scaled Customer Success Manager

Box is a leader in Intelligent Content Management, helping organizations collaborate, secure content, manage content lifecycles, and transform workflows with enterprise AI. The Scaled Customer Success Manager will manage post-sales engagement for a large customer portfolio and use AI, automation, data, and digital-first programs to drive adoption, retention, and scalable customer value.

Responsibilities

• Manage post-sales engagement for a large portfolio of customers, balancing high-volume touchpoints with strategic prioritization
• Leverage AI tools and automation platforms to create personalized, "one-to-many" customer journeys that drive adoption and retention
• Develop, test, and iterate on digital-first playbooks, utilizing data to refine engagement strategies
• Act as a proactive problem solver; identify friction points in the customer lifecycle and architect scalable solutions to remove them
• Analyze customer health data to execute targeted campaigns that mitigate churn risk before it escalates
• Partner with Marketing and Box Consulting to operationalize customer success programs that require minimal manual intervention but deliver maximum impact
• Serve as the internal voice of the customer, specifically providing feedback on how product enhancements or AI features can better solve user needs

Benefits

• This role is also eligible for equity and benefits.

Company

• Cloud content management platform for collaboration, security, and workflows
• Redwood City, California, USA
• http://www.box.com/
• Founded in 2005
• 1001-5000 employees

Qualifications

• 3+ years experience in Customer Success, Account Management, or Digital Marketing, preferably with exposure to "tech-touch" or scaled models
• Familiarity with CRM hygiene and reporting is required
• Boxers are expected to work from their assigned office a minimum of 3 days per week
• 3+ years experience in Customer Success, Account Management, or Digital Marketing, preferably with exposure to "tech-touch" or scaled models.

Required skills

• Customer Success Management, Scaled Customer Success Models, Artificial Intelligence, Workflow Automation, Generative AI, Data Analysis, Salesforce CRM

Experience

• 3+ years