Customer Success Manager

Box Box · Enterprise · Tokyo, Japan · Customer Success

Customer Success Manager for Box Japan, responsible for managing post-sales activities for top enterprise clients, building strong relationships, driving product adoption, ensuring customer satisfaction, and managing contract renewals. This role involves understanding customer business needs, explaining product features, planning and executing onboarding and adoption strategies, conducting regular reviews, managing churn risk, and collaborating with sales, professional services, product, and engineering teams. The ideal candidate has over 3 years of account management experience in the IT industry, strong customer relationship skills, basic technical knowledge, and a collaborative mindset. Consulting or marketing experience, familiarity with Salesforce/Zendesk, and English proficiency are preferred.

What you'd actually do

  1. Manage all post-sales activities for Box's top and enterprise customers through strong relationship building, product knowledge, planning, and execution.
  2. Develop a deep understanding of the Box product and articulate the most relevant features and benefits to customers based on their business needs.
  3. Create and execute plans for onboarding, change management, adoption, and utilization.
  4. Improve retention rates through regular customer meetings and strategic reviews, including quarterly health checks.
  5. Proactively manage churn risk and health scores, taking action to mitigate risks.

Skills

Required

  • 3+ years of account management experience in the IT industry
  • Ability to build strong relationships with customers and gain their trust
  • Ability to engage with multiple customers beyond just relationship building
  • Basic technical knowledge to answer customer questions
  • Team player with innovative ideas and energy

Nice to have

  • Consulting experience
  • Marketing experience
  • Experience using Salesforce, Zendesk, or other SaaS products
  • English proficiency