Customer Success Manager

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 stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

Job Summary

The Customer Success Manager (CSM) is responsible for building and maintaining strategic relationships with customers to ensure they achieve their desired business outcomes while maximizing the value of Iron Mountain's products and services. This role plays a critical part in driving customer satisfaction, retention, renewals, account growth, and long-term customer success through proactive engagement, business reviews, and cross-functional collaboration.

Key Responsibilities

Customer Relationship Management

• Develop and maintain trusted relationships with key customer stakeholders and decision-makers.
• Understand customers' business objectives and align Iron Mountain solutions to support their goals.
• Conduct regular customer touchpoints, Quarterly/Frequency Business Reviews (QBRs/FBRs), and strategic account planning sessions.
• Monitor customer satisfaction (CSAT/NPS) and ensure timely follow-up on customer feedback.
• Expand stakeholder relationships using Salesforce, Sales Navigator, ZoomInfo, and other customer intelligence tools.
• Promote customer adoption of available self-service tools and digital capabilities.

Customer Growth & Account Development

• Identify cross-sell and upsell opportunities through proactive customer engagement and business reviews.
• Partner with Sales to develop and execute strategic account plans that support customer growth and expansion.
• Generate qualified growth opportunities while achieving quarterly opportunity creation targets.
• Analyze customer data using Salesforce, SKP, O'Neills, and other internal systems to identify business opportunities and demonstrate the value of Iron Mountain's solutions.
• Promote Iron Mountain's ESG value proposition and relevant marketing initiatives to drive customer engagement.

Contract Renewals & Commercial Management

• Proactively manage customer renewal strategies to maximize retention and minimize renewal risk.
• Lead renewal discussions in partnership with Sales, identifying future customer requirements and commercial opportunities.
• Support contract negotiations, pricing discussions, SLA reviews, and RFP responses.
• Ensure successful contract renewals while balancing customer expectations and business objectives.

Revenue & Account Profitability

• Drive annual pricing discussions to achieve revenue management and profitability objectives.
• Ensure pricing strategies align with customer value and organizational targets.
• Meet Annual Price Increase (API) objectives while maintaining strong customer relationships.

Customer Retention & Advocacy

• Identify at-risk customers using available tools and proactively implement retention strategies.
• Drive customer adoption, satisfaction, and long-term loyalty.
• Act as the customer's advocate by sharing customer feedback and business requirements with internal teams to improve products, services, and customer experience.
• Partner with the Center of Excellence (CoE) and cross-functional teams to resolve customer issues efficiently.

Cross-Functional Collaboration

• Serve as the primary liaison between customers and internal teams, including Sales, Operations, Finance, Product, Marketing, and Customer Support.
• Coordinate customer requirements related to pricing, billing, invoicing, service delivery, and operational support.
• Ensure timely communication and collaboration across departments to deliver an exceptional customer experience.

Compliance & Continuous Improvement

• Ensure compliance with company policies, regulatory requirements, and industry standards.
• Stay informed on market trends, records management, information governance, and data protection developments.
• Support continuous improvement initiatives and participate in special projects as required.
• Maintain accurate customer records, account documentation, and performance updates.

Required Skills & Competencies

• Strong customer relationship and stakeholder management skills.
• Strategic account planning and consultative selling abilities.
• Commercial acumen with experience in renewals, pricing, and negotiations.
• Excellent communication, presentation, and influencing skills.
• Strong analytical and problem-solving capabilities.
• Customer-focused mindset with the ability to identify growth opportunities.
• Ability to collaborate effectively across cross-functional teams.
• Experience using CRM platforms such as Salesforce, Gainsight, or similar customer success tools.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

Qualifications & Experience

Required

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• Minimum 5 years of experience in Customer Success, Account Management, Customer Experience, or a similar customer-facing role.
• Proven track record of driving customer retention, renewals, account growth, and customer satisfaction.
• Experience managing enterprise or strategic customer accounts.
• Strong knowledge of CRM platforms, customer success methodologies, and business review processes.

Preferred

• Experience working in B2B technology, information management, SaaS, or enterprise services environments.
• Knowledge of revenue management, customer lifecycle management, and value-based selling.
• Familiarity with Salesforce, ZoomInfo, LinkedIn Sales Navigator, Gainsight, or similar platforms.

Category: Sales