Customer Success Strategy and Operations Analyst

Responsibilities

• Partner with Customer Success, Consulting, and Support leaders to develop, measure, and track OKRs and supporting KPIs.
• Build and evolve dashboards and reporting that highlight key trends, risks, opportunities, and operational health across post-sales teams in order to improve customer outcomes and team performance.
• Support core business operating cadence activities with cross-functional partners.
• Translate ambiguous business problems into structured analytical frameworks and actionable recommendations that help leaders make better, faster decisions.
• Identify root causes behind performance gaps and customer friction by developing and implement scalable operational, analytical, tooling processes and solutions.
• Support strategic planning, business reviews, and day-to-day decision-making with thoughtful analysis and decision-ready materials.
• Own the coordination and follow-through on operational initiatives, including tracking status and managing cross-functional inputs to drafting runbooks and keeping programs moving.
• Work closely with partners across Go-to-Market Operations, Business Analytics, Data Science, and Enterprise Systems to improve data quality, align on metrics, and deliver trusted insights.
• Function as a go-to expert on all aspects of Customer Success and how the org interacts with cross-functional stakeholders
• Become a trusted advisor to leaders across Customer Success and beyond
• WHAT SUCCESS LOOKS LIKE
• In your first 30 days: You've mapped the key data sources, met every major stakeholder, and understand the top 3 open questions CS leadership is trying to answer. You've taken ownership of the CS StratOps intake and prioritization tracker and begun building your understanding of the work.
• In your first 90 days: You've delivered your first major analysis that influenced a decision. You've taken over the coordination and reporting cadence on at least one ongoing operational program as the trusted owner.
• In your first 6 months: You're the go-to person for CS performance insights. You've driven at least one operational improvement end-to-end, from identifying the problem through coordinating the solution and measuring the result. You'

Benefits

Additional Information

WHAT IS BOX? Box (NYSE:BOX) is the leader in Intelligent Content Management. Our platform enables organizations to fuel collaboration, manage the entire content lifecycle, secure critical content, and transform business workflows with enterprise AI. We help companies thrive in the new AI-first era of business. Founded in 2005, Box simplifies work for leading global organizations, including JLL, Morgan Stanley, and Nationwide. Box is headquartered in Redwood City, CA, with offices across the United States, Europe, and Asia. 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. WHY BOX NEEDS YOU At Box, we're transforming how the world works together. Our post-sales teams rely on timely, trusted insights to improve customer outcomes, scale operations, and deliver exceptional experiences across the customer lifecycle. We're hiring a Customer Success Strategy and Operations Analyst to partner closely with leaders across Customer Success Management, Box Consulting, and Product Support to deliver the reporting, analysis, and narratives that shape strategy and drive operational impact. In this high-visibility role, you'll combine hands-on analytics with compelling storytelling to help teams focus on what matters most: improving customer health, increasing operational efficiency, fostering retention, and turning insights into action. You'll proactively surface trends, dig into complex problems, and translate ambiguous business questions into clear recommendations. As a trusted partner to senior leaders, you'll help drive initiatives from idea through execution in a fast-moving environment. This role is for someone who thrives in the space between analysis and execution. You will partner closely with our Business Analytics and Operations partners to be the connective tissue between analysis and outcomes. You'll take a business question, find the data that answers it, builds the story around it, and then empower the right people to act on it. If you're energized by owning a project end-to-end, from pulling the first data cut, to with key stakeholders, to helping effect change in the business, this role is for you.

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