Senior Customer Success Manager

About the Position

Senior Customer Success Manager

We're seeking a Senior Customer Success Manager to join our team in Redwood City or San Francisco, driving measurable business outcomes for enterprise customers.

Responsibilities

• Own the post-sales relationship for a portfolio of enterprise customers, with a focus on driving measurable business outcomes and long-term value realization.
• Partner with customers to map and redesign critical workflows.
• Translate customer goals into a clear value hypothesis, success metrics, and practical AI solutions.
• Lead change management efforts to drive adoption of new workflows and behaviors, including stakeholder alignment, enablement, and executive engagement.
• Conduct strategic adoption business reviews that focus on outcomes, ROI, and future opportunities.
• Proactively identify risks and opportunities within accounts, using both qualitative insight and data to guide action.
• Partner cross-functionally with Sales, Product, Engineering, and Professional Services to serve as the voice of the customer, bringing structured insights on workflows, pain points, and AI opportunities back to internal teams.

Requirements

• 4+ years of experience in Customer Success, Account Management, Solutions Consulting, or a related customer-facing role managing a book of business.
• Experience working with enterprise customers and engaging with senior stakeholders and executives.
• Demonstrated ability to translate customer needs into practical solutions and business outcomes.
• Strong ability to navigate technical and business conversations, including discussing integrations, systems, and data flows at a high level.
• Solid hands-on experience with modern AI platforms and tools, with enough technical depth to understand, evaluate, and challenge solutions without needing to write production code.
• Strong communication and storytelling skills, with the ability to articulate value clearly and persuasively.
• Highly proactive, self-directed, and a team player who brings fresh ideas for user adoption, churn mitigation, and expansion.
• Demonstrated ability to share expertise, develop best practices, and contribute to the broader success of the team.

We Offer

• Competitive salary range: $133,500-$160,000 USD (San Francisco) and $133,500-$167,000 USD (Redwood City).
• Equity and benefits.
• Flexible time off, birthday holidays, VTO, and a sabbatical after seven years.
• Growth opportunities through learning programs and clear career paths.
• Hybrid work model blending in-person connection with remote flexibility.
• Global, inclusive benefits including mental health, wellbeing, and family support.
• Paid parental leave and fertility and family-forming benefits.
• Fresh Air Days and a monthly wellness subsidy for fitness.
• Community involvement through employee-led resource groups, interest groups, global virtual events, and paid volunteer time off.

About the Company

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. 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.

Box is committed to fair and equitable compensation practices. Actual base salary (or OTE if commissionable role) is dependent upon factors such as: knowledge, skill level, experience, and work location. This role is also eligible for equity and benefits. For more information, check out our benefits and perks.

In accordance with OFCCP compliance, here is the Pay Transparency Provision.