Box Incorporated
posted 3 months ago
Box is the world's leading Content Cloud, trusted by over 115,000 organizations globally, including nearly 70% of the Fortune 500. Our mission is to bring intelligence to the world of content management and empower our customers to transform workflows across their organizations. As a Commercial Customer Success Manager, you will play a crucial role in ensuring that our SMB customers are successful and satisfied with Box's offerings. This position involves managing all post-sales activities for Box's SMB customers with contracts exceeding $100K, focusing on relationship-building, product knowledge, and strategic execution. You will be responsible for driving customer engagement, mitigating churn, and enhancing customer satisfaction by understanding their unique use cases and translating them into value. In this role, you will maintain a deep understanding of Box's product features and functionality, enabling you to provide tailored solutions to customers. You will conduct regular engagement touchpoints and strategic business reviews with C-level executives to align on their objectives and outcomes. Additionally, you will develop joint success plans with customers to drive adoption and ensure high-value use cases are implemented effectively. Tracking accounts for churn risk and actively working to improve customer health and retention will be key responsibilities. You will also collaborate with Sales and Professional Services to integrate Box into each customer's core architecture and work closely with Product and Engineering to address product improvement requests and bugs. Acting as the customer advocate, you will provide internal feedback on how Box can better serve its enterprise customers.