Team Director, Customer Success and Renewals
Box is a leading company in the Intelligent Content Management (ICM) market, dedicated to transforming how people and organizations work. We provide secure and user-friendly content management, collaboration, workflow, electronic signature, and AI solutions to drive digital transformation for our clients. With over 110,000 global customers, including more than 20,000 in Japan, Box is committed to expanding its market presence and serving as a partner in our customers' digital transformation and work style reforms.
The Team Director of Customer Success and Renewals is a leadership position responsible for optimizing the post-sales customer experience, retention, and revenue growth. This role oversees both the Customer Success Management (CSM) and Renewals teams, providing strategic guidance to maximize customer lifetime value and drive the company's sustainable growth. Key responsibilities include developing and executing the vision and strategy for the Customer Success and Renewals departments, building and nurturing high-performance teams, and supporting team members' career growth through coaching. The director is also responsible for achieving retention, adoption, and net retention rate (NRR) targets, optimizing renewal strategies, and monitoring customer health scores to proactively address churn risks. Additionally, the role involves building strong relationships with key customer executives, serving as an escalation point in complex negotiations, making data-driven decisions to improve revenue forecasting accuracy, and collaborating closely with Sales, Marketing, Product Development, and Consulting teams to incorporate customer feedback into products and services.
The ideal candidate has over 10 years of experience in customer success, account management, or sales leadership within the SaaS or cloud industry, with at least 5 years of people management experience, preferably overseeing managers. Essential skills include complex deal negotiation, strong business acumen, data analysis for strategic planning and execution, and excellent communication abilities in both Japanese and English. The candidate should possess a "player-manager" mindset, capable of adapting to a fast-paced environment while maintaining a high-level strategic perspective, and a customer-centric approach that prioritizes customer success.
Box offers a dynamic and inclusive work environment that values diversity and inclusion. We encourage individuals who may not meet all the listed qualifications to apply, as we take a holistic approach to our hiring process. We provide equal opportunities to all applicants, regardless of race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability. Join us in our mission to transform the way people and organizations work.