Team Manager, Customer Success

WHAT IS 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 (such as AstraZeneca, JLL, and Nationwide), to protect their data, fuel collaboration, and power critical workflows with secure, enterprise AI.

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.

Founded in 2005, Box is headquartered in Redwood City, CA, and we have offices across the United States, Europe, and Asia.

WHY BOX NEEDS YOU 

The Manager of Box's Enterprise Customer Success team will lead a team of Customer Success Managers (CSMs) who are focused on retaining and growing our most strategic and highest value customers. This role will report to the Senior Director, Customer Success and serve as a key member of their leadership team, helping to set the strategy and plan for the future of Customer Success at Box.

WHAT YOU'LL DO 

• Lead, coach, train and develop a team of high-performing, geographically dispersed Customer Success Managers to help them drive towards individual and team targets
• Design and drive strategic improvements to scale processes, services, and systems to enable the team to exceed adoption, retention, and growth objectives
• Provide the team with guidance on building and maintaining strong customer relationships; serve as a coach in navigating challenging customer situations through proven Customer Success practices
• Partner with sales, renewals, consulting and other cross-functional leadership to drive business outcomes
• Be a thought leader and establish executive relationships with key customers
• Create a culture of accountability and execution through data driven strategies
• Drive successful platform adoption, customer outcomes, retention and expansion goals ultimately improving customer lifetime journey and value.
• Hire and retain a best-in-class CSM team   

WHO YOU ARE 

• 5+ years of experience managing customer relationships with a successful track record of driving retention and health
• 3+ years of experience managing a team; a natural leader and passionate coach who inspires his/her team to elevate performance
• Collaborative team player with track record of partnering with sales and other cross-functional stakeholders to deliver results, help identify and close new business, and drive retention
• Ability to thrive in a high-growth, fast-paced environment and adapt quickly to changing demands
• Data-driven decision maker with a strong focus on execution and accountability
• Demonstrated experience building relationships with key executives
• Proactive, organized problem-solver with the ability to execute at both the strategic and tactical level; able to roll up his/her sleeves to get things done
• Strong operational rigor and effective project management skills; able to drive cross-functional collaboration to achieve results
• Tech savvy and excited to learn Box's products; ability to evangelize our cloud content management platform alongside a team of CSMs

Box lives its values, with community and in-person collaboration being a core part of our culture. Boxers are expected to work from their assigned office a minimum of 2 days per week, with a focus on Tuesdays and Thursdays. Your Recruiter will share more about how we work and company culture during the hiring process.

Head-over-heels about this role — but not sure you meet all the requirements? Apply anyway! Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Box, we take a big-picture approach to hiring that fosters authenticity, diversity, and inclusion. If you're passionate about this opportunity, chances are, you shine pretty bright.

EQUAL OPPORTUNITY

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. Box strives to respect the dignity and ‎‎independence of people with disabilities and is committed to giving them the same ‎‎opportunity to succeed as all other employees. Inclusiveness is core to our culture at Box, and we strive to ensure you get the most from your interview experience.

Box makes reasonable accommodations for applicants with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, please complete this form. Reasonable accommodations may include scheduling adjustments, document dictation and beyond.

Notice to applicants in Los Angeles:  Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the Los Angeles Fair Chair Ordinance.  The Fair Chance Ordinance is provided here. 

Notice to applicants in San Francisco:  Box, Inc and its related branches will consider for employment, qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chair Ordinance.  The Fair Chance Ordinance is provided here. 

For details on how we protect your information when you apply, please see our Personnel Privacy Notice. If you are a California-resident, please read our California Applicant & Candidate Privacy Notice here.

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