- Location
- MYS-Penang Information Centre, Malaysia
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Senior
- Experience
- 5+ years
- Education
- Bachelor
- Source
- Workday
Description
At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
Iron Mountain is seeking a strategic and results-driven Customer Success Manager Leader to join our Customer Success team in South East Asia.
In this role, you will be responsible for leading a team that builds and maintains strategic relationships with key enterprise customers, driving retention, contract renewals, account growth, and overall customer satisfaction.
You will lead a high-performing team dedicated to helping clients achieve their desired business outcomes while maximising the value of Iron Mountain’s solutions.
What You’ll Do
In this role, you will:
Team Leadership & Relationship Management: Lead and empower a team to build trusted relationships with executive stakeholders, conduct regular Quarterly Business Reviews (QBRs) and Frequency Business Reviews (FBRs), and ensure high levels of Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
Account Growth & Strategy: Partner with Sales to execute strategic account plans, identify cross-sell and upsell opportunities, and utilize customer intelligence platforms to drive expansion and promote Environmental, Social, and Governance (ESG) initiatives.
Commercial Management & Renewals: Proactively manage contract renewal strategies to maximize retention, lead commercial negotiations, support Request for Proposal (RFP) responses, and ensure alignement on Service Level Agreements (SLAs).
Revenue & Profitability: Drive annual pricing strategies and achieve Annual Price Increase (API) objectives to maximize account profitability while maintaining strong long-term customer partnerships.
Cross-Functional Advocacy: Act as the primary customer advocate across internal teams—including Sales, Operations, Finance, Product, Marketing, and Customer Support—partnering with the Center of Excellence (CoE) to resolve issues efficiently.
What You’ll Bring
The ideal candidate will have:
5+ years of experience in Customer Success, Account Management, Customer Experience, or a similar strategic, customer-facing role.
Strong knowledge of Customer Relationship Management (CRM) platforms (such as Salesforce or Gainsight), customer success methodologies, and business review processes.
Proven track record in driving customer retention, contract renewals, enterprise account growth, and revenue management.
Excellent consultative selling, negotiation, strategic planning, and stakeholder management skills.
Bachelor's degree in Business, Marketing, Communications, or a related field.
What We Offer
Competitive compensation and benefits aligned with experience.
Flexible work options and alternative work arrangements to support work–life balance.
Comprehensive health, wellness, and retirement plans.
Opportunities for continuous learning, professional development, and career growth.
Ready to lead a dynamic team and make a lasting impact on customer success? Apply today to join Iron Mountain!
Category: Sales
