Customer Success Strategy and Operations Analyst

About the role

The Customer Success Strategy and Operations Analyst plays a crucial role in transforming how the world works together at Box. This role is essential for driving operational impact and improving customer outcomes through insightful analytics and strategic partnerships.

Responsibilities

• Partner with Customer Success, Consulting, and Support leaders to develop, measure, and track OKRs and supporting KPIs.
• Build and evolve dashboards and reporting that highlight key trends, risks, opportunities, and operational health across post-sales teams.
• Support core business operating cadence activities with cross-functional partners.
• Translate ambiguous business problems into structured analytical frameworks and actionable recommendations.
• Identify root causes behind performance gaps and customer friction by developing and implementing scalable operational, analytical, and tooling processes and solutions.
• Own the coordination and follow-through on operational initiatives, including tracking status and managing cross-functional inputs to drafting runbooks and keeping programs moving.
• Work closely with partners across Go-to-Market Operations, Business Analytics, Data Science, and Enterprise Systems to improve data quality, align on metrics, and deliver trusted insights.
• Function as a go-to expert on all aspects of Customer Success and how the org interacts with cross-functional stakeholders.
• Be a trusted advisor to leaders across Customer Success and beyond.

Qualifications

• Experience in Business Analytics, Strategy & Operations, Customer Success, Finance, or a related field in SaaS, consulting, or other fast-paced, cross-functional environments.
• Strong analytical skills with hands-on experience sourcing, refining, analyzing, and presenting data using tools like Excel, Salesforce, and Tableau.
• Proven ability to identify trends, root causes, risks, and opportunities and turn insights into measurable operational or customer impact.
• Executive presence and strong communication skills; able to create and deliver leadership-ready materials.
• Strong partnership skills and a collaborative mindset with the ability to build credibility quickly across Customer Success and cross-functional teams.
• High integrity, curiosity, and ownership, with a bias toward follow-through and continuous improvement rather than a transactional task-based approach.
• Bachelor’s degree or equivalent practical experience.

Benefits

Box offers a comprehensive benefits package including health insurance, retirement plans, paid time off, and more. The company also provides a competitive salary range, with actual pay depending on various factors.

Pay

$95,000 USD - $115,000 USD

Schedule

Full-time position with a minimum requirement of 3 days per week in the office.