Box

3 days ago

Scaled Customer Success Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 15 hours agoStatus: Live

Job Summary

Own post-sales customer engagement for a large portfolio by combining high-volume touchpoints with strategic prioritization. Use AI tools and automation to deliver personalized “one-to-many” customer journeys that improve adoption and retention. Develop and iterate digital-first playbooks using customer health and usage metrics to reduce churn risk. Partner with Marketing and Box Consulting to scale programs with minimal manual effort, while serving as the internal voice of customers on product and AI enhancements.

Location: San Francisco

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Manage post-sales engagement for a large portfolio, 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 digital-first playbooks using data to refine engagement strategies.
•Identify friction points across the customer lifecycle and architect scalable solutions to remove them.
•Analyze customer health data to run targeted campaigns that mitigate churn risk before it escalates.

Pay and Benefits

Salary: USD 81,000 - 105,100

Key Requirements

•3+ years of experience in Customer Success, Account Management, or Digital Marketing, preferably with exposure to “tech-touch” or scaled models.
•Comfort exploring AI and automation tools (including GenerativeAI and in-app guidance tools) to scale customer impact.
•Ability to analyze usage metrics and translate complex data into compelling narratives for customers.
•Strong writing skills for mass communications and webinars.
•CRM hygiene and reporting experience (Salesforce proficiency required).

Experience:3+ years

Skills:TenacitySelf-starterAdaptabilityData-driven thinkingStrong writing

Languages:English

Tech Stack:AIGenerativeAIIn-app guidance toolsAutomation platformsSalesforce

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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Box