Provides technical support for Box products and services in an associate-level support engineering role based in Tokyo.
About this role
This customer success role sits within Box Japan's partner-led business model. It combines strategic engagement with enterprise and mid-market customers and enablement of channel partners so they can deliver consistent outcomes across their portfolios.
The role develops success plans, supports discovery, onboarding, adoption, change management, executive engagement and business reviews, while monitoring health scores, product usage and stakeholder engagement to address churn risk. It also coaches partner CSMs, defines lifecycle models and success metrics, reviews portfolio performance, and turns data and qualitative insight into operating improvements.
Applicants need at least five years of experience in customer success, account management, channel management or a related customer-facing SaaS role. The posting also requires a record of leading customer outcomes and independently building strategies, programs, processes or operating models where no complete playbook existed, together with structured problem solving, project and stakeholder management, executive communication, and the ability to interpret customer and usage data.
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