Sr. Customer Success Manager

Increase customer retention by conducting customer engagement calls in person and virtually, developing use cases and supporting customers in implementation and adoption as well as performing strategic business reviews with C-level Executives and decision makers to align on their objectives and outcomes.
Manage all post-sales activity for Box’s enterprise customers through strong relationship-building, product knowledge, planning and execution.
Maintain a deep understanding of the product in order to speak with customers about the most relevant features/functionality for their specific business needs.
Develop joint success plans with customers to ensure there is a plan is in place to drive adoption and high value use cases within the organization through change management.
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 identification and tracking of product improvement requests.
Function as the customer advocate and provide internal feedback on how Box can better serve our enterprise customers.
Develop, test, and iterate on industry specific playbooks and engagement strategies.
Program creation for initiatives specific to deepening adoption and relationships with our enterprise customers.

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