Customer Success Strategy and Operations Analyst

What is Box?

Box (NYSE:BOX) is the leader in Intelligent Content Management. Our platform enables organizations to fuel collaboration, manage the entire content lifecycle, secure critical content, and transform business workflows with enterprise AI. We help companies thrive in the new AI-first era of business. Founded in 2005, Box simplifies work for leading global organizations, including JLL, Morgan Stanley, and Nationwide. Box is headquartered in Redwood City, CA, with offices across the United States, Europe, and Asia.

Why Box Needs You

At Box, we're transforming how the world works together. Our post-sales teams rely on timely, trusted insights to improve customer outcomes, scale operations, and deliver exceptional experiences across the customer lifecycle. We're hiring a Customer Success Strategy and Operations Analyst to partner closely with leaders across Customer Success Management, Box Consulting, and Product Support to deliver the reporting, analysis, and narratives that shape strategy and drive operational impact.

What You’ll Do

• 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 in order to improve customer outcomes and team performance.
• Support core business operating cadence activities with cross-functional partners.
• Translate ambiguous business problems into structured analytical frameworks and actionable recommendations that help leaders make better, faster decisions.
• Identify root causes behind performance gaps and customer friction by developing and implementing scalable operational, analytical, tooling processes and solutions.
• Support strategic planning, business reviews, and day-to-day decision-making with thoughtful analysis and decision-ready materials.
• 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.
• Become a trusted advisor to leaders across Customer Success and beyond.

Who You Are

• 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.
• Strong business judgment and problem-solving skills with the ability to interrogate complex data and translate findings into decision-ready insights.
• 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.

United States Pay Range

$95,000 - $115,000 USD