Customer Success Manager, Public Sector

About the role

Box is seeking a Customer Success Manager to lead the adoption and expansion of Box within Federal, State, and Local agencies. This role requires a deep understanding of AI and its applications in public sector workflows.

Responsibilities

• Own the post-sales relationship for a portfolio of enterprise customers, 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 focusing 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 teams

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

Qualifications

• We are an AI-first company. You approach your work with a growth mindset and actively look for ways to leverage AI to drive smarter decisions, unlock new use cases, and increase your impact

Skills

• Strong understanding of AI and its applications in public sector workflows
• Ability to navigate both technical and business conversations
• Experience working with enterprise customers and senior stakeholders
• Strong communication and storytelling skills

Benefits

Box offers competitive compensation, including a range of $100,000 - $125,000 USD, depending on experience and location. Additional benefits include:

• Equity
• Health insurance
• Retirement plans
• Flexible work arrangements

Pay

Base salary (or OTE if commissionable role) is dependent on factors such as: knowledge, skill level, experience, and work location.

Schedule

Boxers are expected to work from their assigned office a minimum of 3 days per week.

Equal Opportunity

Box is an equal opportunity employer and values 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, disability, and any other protected ground of discrimination under applicable human rights legislation.