Customer Success Manager, Public Sector

Box is the leader in Intelligent Content Management, helping organizations transform business workflows with enterprise AI. The Customer Success Manager will serve as a trusted advisor for Federal, State and Local agencies, driving measurable business outcomes and facilitating the adoption of Box's platform.

Responsibilities:

• Own the post-sales relationship for a portfolio of enterprise customers, with a focus on driving measurable business outcomes and long-term value realization
• Partner with customers to map and redesign critical workflows
• Translate customer goals into a clear value hypothesis, success metrics and practical AI solutions
• Lead change management efforts to drive adoption of new workflows and behaviors, including stakeholder alignment, enablement and executive engagement
• Conduct strategic adoption business reviews that focus on outcomes, ROI and future opportunities
• Proactively identify risks and opportunities within accounts, using both qualitative insight and data to guide action
• Partner cross-functionally with Sales, Product, Engineering and Professional Services to:
• Serve as the voice of the customer, bringing structured insights on workflows, pain points and AI opportunities back to internal team

Requirements:

• 3+ years of experience in Customer Success, Account Management, Solutions Consulting, or a related customer-facing role in SaaS
• Experience working with enterprise customers and engaging with senior stakeholders and executives
• Demonstrated ability to translate customer needs into practical solutions and business outcomes
• Comfort navigating both technical and business conversations, including discussing integrations, systems, and data flows at a high level
• Solid hands-on experience with modern AI platforms and tools, with enough technical depth to understand, evaluate, and challenge solutions without needing to write production code
• Strong communication and storytelling skills, with the ability to articulate value clearly and persuasively
• Proactive, self-directed, team player who brings fresh ideas for user adoption, churn mitigation and expansion