Senior Customer Success Architect

WHAT IS BOX? 

Box is the world’s leading Content Cloud. We are trusted by more than 115K organizations around the world today, including nearly 70% of the Fortune 500 and leaders across deeply regulated industries (such as AstraZeneca, JLL, and Nationwide), to protect their data, fuel collaboration, and power critical workflows with secure, enterprise AI.

By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It’s the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations. With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift.

Founded in 2005, Box is headquartered in Redwood City, CA, and we have offices across the United States, Europe, and Asia.

Why Box Needs You

Box is on a mission to transform how organisations manage and collaborate on content. To support this vision, we need a skilled and experienced Senior Customer Success Architect to join our EMEA team. In this role, you’ll work closely our customers who have the largest opportunity to improve health and retention to ensure they gain maximum value from their investment in Box. You will bridge the gap between customer needs and Box’s Intelligent Content Management (ICM) solutions, driving adoption, retention, and deeper engagement. Sound like you? Let’s talk!

What You’ll Do

• Work with key customers to understand their business goals and challenges, providing tailored solutions that deliver measurable value.
• Build trusted relationships through regular check-ins, on-site visits, and close collaboration.
• Help customers maximise their use of Box products and AI platform, ensuring they achieve their strategic objectives.
• Advocate for a platform with deeper and wider integrations between Box and customers’ other applications, enabling:
• Faster system integration compared to custom coding, with scalability for future growth.
• Seamless connections between content-heavy business processes and critical business systems, allowing content to flow across Box, partner solutions, and customer applications.
• Identify opportunities to eliminate manual processes and create efficiencies for customers, enabling them to focus on high-impact work.
• Collaborate with internal teams, including Product, Business Consulting, and Partners, to deliver the best outcomes for customers.
• Stay informed about industry trends and emerging technologies, sharing insights to position Box as a thought leader.
• Serve as a subject matter expert within the EMEA Customer Success team, supporting colleagues with domain knowledge and best practices.
• HOW YOU’LL BE MEASURED
• Improvement in Key Customer Health KPIs including percentage increase on Product Adoption, High Value Use Cases, Executive and Operational Engagement, Customer Sentiment, as related to the customers you work with
• Customer retention: maximising renewal value and minimising churn within the customers you work with
• Growth: identification of license expansion and Business Consulting opportunities, making Box a part of each customer’s core architecture, within the customers you work with

Who You Are

• A proactive and self-motivated individual who thrives on driving impact and shaping success.
• Over 10 years’ experience in Customer Success, Professional Services, or consulting roles, ideally within the Enterprise Content Management space or or a Business Architect in a consulting firm or on the client side
• Strong technical knowledge of SaaS platforms, including how to integrate them with other technologies.
• Skilled in engaging with a range of stakeholders, including senior executives and technical teams.
• Experienced in helping customers extract value from content and drive measurable business outcomes.
• Exceptional communication and stakeholder management skills with an analytical mindset.

Nice to have’s

• Knowledgeable about Enterprise Content Management, including areas such as information architecture, records management, workflows, and e-signatures.
• Familiarity with partner solutions and content-heavy processes is a plus.

BENEFITS:

Box Benefits package includes pension, medical and dental coverage. We have a robust wellness program including 25 days of vacation (plus your birthday off!) and subsidised gym membership. There is such a thing as a free lunch, you can order from a daily menu along with lots of snacks and drinks. EMEA HQ office is located in the impressive White Collar Factory on Old Street; www.whitecollarfactory.com and other European offices in Paris, Munich, Amsterdam, and Warsaw.

Box lives its values, with community and in-person collaboration being a core part of our culture. Boxers are expected to work from their assigned office a minimum of 2 days per week, with a focus on Tuesdays and Thursdays. Your Recruiter will share more about how we work and company culture during the hiring process.

EQUAL OPPORTUNITY 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, and any other protected ground of discrimination under applicable human rights legislation.

For details on how we protect your information when you apply, please see our Personnel Privacy Notice.

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