Box

1 day ago

Partner Customer Success Manager

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Last checked: 2 hours agoStatus: Live

Job Summary

Drive partner-led customer success for Box’s enterprise and mid-market customers, combining high-touch CSM engagement with partner enablement. Own success planning, discovery, onboarding, value realization, and executive business reviews while monitoring health scores and mitigating churn risks. Coach partner CSMs on customer discovery, adoption, risk management, and upsell motions, using data and qualitative insights to evaluate program effectiveness and continuously improve scalable, consistent customer success operating models.

Location: Tokyo

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Own success planning for enterprise and mid-market customers aligned to business priorities and goals.
•Deliver discovery, onboarding, and adoption success plans with change management, use case development, executive engagement, and business reviews alongside partner CSMs.
•Monitor customer health (health score), product usage, stakeholder engagement, and business status to identify risks early and adjust churn prevention plans.
•Provide partner enablement and coaching across the CSM lifecycle model, account segmentation, success metrics, and operating cadence.
•Use data and qualitative insights to evaluate partner skills, customer outcomes, and program effectiveness; build mechanisms to identify churn and onboarding risks and drive scalable improvements.

Key Requirements

•5+ years of experience in customer success, account management, channel management, or a related customer-facing SaaS role.
•Proven track record of leading customer outcomes such as adoption, retention/renewals, value realization, risk reduction, and expansion.
•Experience building strategies, programs, processes, or operating models independently in environments without a full playbook.
•Strong structured problem-solving, project management, stakeholder management, and executive communication skills.
•Ability to interpret customer and usage data to identify patterns and turn insights into actions, with business-level Japanese and working English (reading/writing).

Experience:5+ yearsSaaS

Skills:Structured problem-solvingProject managementStakeholder managementExecutive communicationData-driven decision making

Languages:JapaneseEnglish

Tech Stack:SalesforceTableau

Company Brief

Box

Provides cloud content management, file sharing, and collaboration services for businesses, enabling secure content storage, workflow automation, and integrations with enterprise apps to manage and share files across organizations.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Redwood City, United States

Founded: 2005

Website LinkedIn

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