Customer Success Manager

BoxJapan

On-site Full-time

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Qualifications

Minimum of 3 years of account management experience in the IT sector. Proven ability to enhance customer satisfaction and build trust through close collaboration. Strong relationship-building skills with multiple stakeholders. Basic technical proficiency to address customer inquiries effectively. Creative and energetic team player. Experience in consulting or marketing is a plus. Familiarity with Salesforce, Zendesk, or similar SaaS tools is advantageous. English language proficiency is preferred to facilitate communication with headquarters.

About the job

ABOUT BOX

Box is a leading company in the cloud content management sector, committed to "Powering how the world works together." Our mission is to drive digital transformation for our clients through secure and user-friendly content management, collaboration, and workflow solutions. As a market leader in this rapidly growing field, Box offers the opportunity to contribute to market expansion and act as a partner in our customers' digital transformation and work style reform initiatives. We currently serve over 100,000 organizations globally, including 67% of Fortune 500 companies.

WHY JOIN BOX?

Established in May 2014, K. K. Box Japan is the Japanese subsidiary of Box Inc., experiencing rapid growth. We seek passionate individuals who can help us further our mission and drive collective growth. In this role, you will be part of the Customer Success Management team in Japan, responsible for building relationships with clients, promoting product usage, enhancing satisfaction, and maintaining contracts.

KEY RESPONSIBILITIES

Manage all post-sales activities for Box's top-tier and enterprise clients through strong relationship building, product knowledge, planning, and execution.
Gain in-depth product knowledge to explain features most suited to clients' business needs.
Develop and implement plans for onboarding, change management, adoption, and utilization.
Enhance retention rates through strategic reviews, including regular meetings and quarterly health checks with customers.
Monitor cancellation risks and health scores, proactively engage in activities to mitigate risks.
Collaborate with sales and professional services to create plans that integrate Box into each customer's core architecture.
Work with product and engineering teams to identify and follow up on feature requests and bugs.
Act as the voice of the customer, providing feedback internally.

WHO WE'RE LOOKING FOR

Over 3 years of experience in account management within the IT industry.
Ability to work closely with clients, enhancing satisfaction and trust in Box.
Experience in building relationships not just with individuals, but across multiple customer touchpoints.
Basic technical knowledge to effectively respond to customer inquiries.
Innovative mindset with a strong team player attitude.
Consulting and marketing experience is a plus.
Familiarity with Salesforce, Zendesk, or other SaaS platforms is advantageous.
Proficiency in English is preferred for collaboration with headquarters.

EQUAL OPPORTUNITY

If you’re interested in this position but unsure about meeting all requirements, we encourage you to apply! At Box, we promote diversity and inclusion and employ a holistic approach to recruitment. We welcome applications from all backgrounds and are committed to providing equal opportunities free from discrimination based on race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability. Please review our Personnel Privacy Notice for information on how we protect your personal information.

About Box

Box is at the forefront of cloud content management, dedicated to transforming how organizations work together. With a robust mission to empower collaboration, we provide secure, user-friendly solutions that drive digital transformation across industries. As a partner to over 100,000 organizations, including a significant portion of Fortune 500 companies, Box is poised for continued growth and innovation in the digital arena.

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