Sr. Manager, Digital Customer Success (Redwood City, CA)

Box

  • Full Time

Location: HQ // Remote

WHAT IS BOX?

Box is the market leader for Cloud Content Management. Our mission is to power how the world works together. Box is partnering with enterprise organizations to accelerate their digital transformation by creating a single platform for secure content management, collaboration and workflow. We have an amazing opportunity to further establish ourselves as leaders in the space, and we need strong advocates to help us achieve that goal. 

By joining Box, you will have the unique opportunity to help capture a majority of this developing market and define what content management looks like for the digital enterprise. Today, Box powers over 99,000 businesses, including 70% of the Fortune 500 who trust Box to manage their content in the cloud. 

 

WHAT IS CUSTOMER SUCCESS?

The Customer Success organization's mission is to empower and inspire out customers to do amazing things with Box. To do this, we must ensure every customer is healthy, successful, and driving business outcomes with our products, which leads to customer retention and growth. 

In order to understand the health of our customer base and drive improvement, Box uses a framework to 1) measure the health of each individual customer and our customer base as a whole, 2) prioritize focus by identifying which customers and/or segments require attention, and 3) deploy a standard operating motion to drive improvement in customer health at scale. We believe that healthy customers grow with us!

 

WHY THE TEAM NEEDS YOU

You will play a key role in driving user adoption and retention for our largest customer segment. This segment has enormous potential and requires a digital-first mindset to customer engagement. You will be held accountable for driving improvements in Customer Health , Adoption and Retention as the ultimate internal barometers of your success. Externally, our customers will experience accelerated time to value for their investment in Box. The customer journey needs further definition and you will help define this framework and how we activate it. Don't worry, you won't be alone. You will be working alongside Product Marketing, Customer Marketing, and Product Management. We need your help to refine our customer onboarding and journey at scale, define and launch customer experiments in these customer cohorts, and drive a “growth” culture throughout the Customer Success organization. We have the customer data, but we need to know what dimensions truly matter, we need insight to inform action, and we need a robust framework to execute.

 

WHO YOU ARE

You are of an entrepreneurial mind: you love big challenges, creating a strategy and building a team to execute your stretch goals at scale. You obsess about understanding of customer journeys and behavior from both quantitative and qualitative points of view and have experience driving customer outcomes. You thrive in a collaborative cross functional environment where the team is passionate about their mission and big goals.

 

REQUIREMENTS

  • You've got 8+ years of Program Management and/or Customer Experience, with at least 2 years of driving strategy and execution of digital-based user and adoption methods

  • You always lead with data and customer outcomes

  • You are obsessed with omni-channel experimentation to achieve outcomes

  • You have demonstrated ability to create a strategy and build a team from scratch to scale

  • Proven collaborator with Product / Customer Marketing to drive customer engagement through influence and joint activities

  • You have demonstrated your ability in making an epic impact in a large SMB and V-SMB customer base

  • Strong communication and presentation skills and confidence presenting to executive stakeholders on ideas and status

  • Familiar with predictive customer behavior models and the data analysts who support these

  • Highly-proactive, organized, team player capable of effectively managing several projects and ruthlessly prioritizing

  • EQ with an ability to work with many different stakeholders across various orgs and positively influence others

  • A strong alignment to our Box Values

BENEFITS 

 

EQUAL OPPORTUNITY  

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Ready for a fun challenge? We look forward to meeting you!