Customer Success Manager

About Box

Box (NYSE:BOX) is a leader in intelligent content management. Its platform helps organizations collaborate, manage content from start to finish, protect sensitive information, and modernize business processes using enterprise AI. Founded in 2005, Box supports major global companies such as JLL, Morgan Stanley, and Nationwide. The company is based in Redwood City, California, with offices across the United States, Europe, and Asia.

Box focuses on helping businesses thrive in an AI-first environment by bringing intelligence to the massive stream of content that powers daily work, including contracts, invoices, employee records, financial documents, product specifications, marketing materials, and more. The company’s goal is to transform the way organizations work together through the combination of AI and enterprise content.

Role overview

Box is looking for Customer Success Managers in the New York area to support long-term customer value and growth across the West region. In this position, you will manage a portfolio of mid-market accounts, strengthen adoption, and work closely with customers to achieve measurable business results. The role calls for strong execution, a growth-oriented mindset, and the ability to build trusted relationships.

You will oversee a curated account portfolio, with flexibility to travel for important in-person meetings and events. You’ll partner across internal teams, run value-oriented demos, and convert customer insights into actions that improve retention and expansion.

Key responsibilities

• Take ownership of a mid-market account book and develop trusted relationships that support adoption, renewals, and expansion.
• Run discovery sessions, value reviews, and product demonstrations that connect customer objectives to measurable outcomes.
• Keep renewals forecasted, monitor account health, and use system signals to prioritize actions with discipline.
• Create account plans, identify risks and growth opportunities, and carry out proactive plays that increase customer value.
• Work with cross-functional partners to clear blockers and deliver meaningful solutions for customers.
• Manage customer engagement across virtual and on-site meetings when needed to maximize impact in the territory.
• Share portfolio insights to help shape territory planning and improve internal processes.
• Encourage a growth mindset and test AI-enabled workflows that help scale customer success work.

What the company is looking for

• At least 2 years of experience in customer success, account management, or another client-facing role involving a book of business.
• A history of taking ownership and solving problems early, leading to measurable customer outcomes.
• Strong communication and relationship-building abilities, including comfort with demos and executive-level conversations.
• Comfort working with business systems for forecasting, account health tracking, and operational discipline.
• A coachable, adaptable, and growth-minded approach, with interest in using AI to improve workflows.
• Ability to manage a mid-market portfolio and prioritize across multiple accounts.
• Based in New York and able to work in-office 3 days per week, with travel within the region as required.
• SaaS experience is welcome, and candidates from non-traditional backgrounds are also encouraged if they show strong account ownership.

Work arrangement

This is a hybrid position based in New York. Box expects employees to work from their assigned office at least 3 days per week. Regional travel may be required for customer meetings and high-impact in-person moments.

Equal opportunity and accommodations

Box is an equal opportunity employer and values a diverse and inclusive workforce. Employment decisions are made without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other protected characteristic under applicable law.

The company provides reasonable accommodations for applicants with disabilities. If accommodations are needed during the application or interview process, candidates can request support such as scheduling adjustments or document dictation and similar assistance.

Additional legal and privacy notices

For applicants in Los Angeles, Box and its related branches will review qualified applicants with criminal histories in line with the Los Angeles Fair Chance Ordinance. For applicants in San Francisco, Box and its related branches will review qualified applicants with criminal histories in line with the San Francisco Fair Chance Ordinance.

Box also provides a Personnel Privacy Notice describing how applicant information is protected. California residents should review the California Applicant & Candidate Privacy Notice.

Compensation and benefits

Box follows fair and equitable compensation practices. Actual base salary, or OTE if the role is commission-based, depends on knowledge, skill level, experience, and work location. This position is also eligible for equity and benefits. The stated United States pay range is USD 86,500 to USD 138,500.

Culture and application note

Box values community and in-person collaboration as an important part of its culture. The company encourages applicants to apply even if they do not meet every requirement, as long as they are excited about the role and believe they can contribute strongly.