Senior 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.

Senior Customer Success Manager

Iron Mountain is seeking a Sr Digital Customer Success Manager to join our [North American] Digital Customer Success team. The Senior Digital Customer Success Manager is a customer-centric position responsible for overseeing multiple high-touch clients throughout their journey with Iron Mountain. The role emphasizes achieving positive customer outcomes, driving revenue growth from existing clients, and influencing both internal and external stakeholders at a senior level.

Responsibilities: 

• Manage and cultivate customer relationships by developing clear, actionable success plans post-implementation, delivering world-class enablement support for customers’ users and stakeholders.

• Drive long-term customer value by ensuring successful renewals, while identifying and capitalizing on upsell and cross-sell opportunities through strategic thinking.

• Serve as the primary point of contact and "face of Iron Mountain" for customers, establishing a direct line of communication and building strong, trusted partnerships.

• Efficiently triage and resolve customer issues, coordinating with internal teams to implement remediation plans that enhance the customer experience and resolve challenges swiftly.

• Develop and execute data-driven strategies and action plans aimed at increasing product adoption, improving customer retention, and expanding account growth.

• Leverage deep knowledge of Iron Mountain’s product suite to drive customer engagement, align solutions with customer goals, and identify opportunities for improvement across the product portfolio.

• Utilize customer journey maps to effectively track customer progress, monitor success, and ensure alignment with desired outcomes.

• Lead regular customer engagement sessions, including monthly and quarterly business reviews, to assess product performance, share best practices, highlight new features, and proactively address challenges – all while identifying revenue growth opportunities.

• Maintain accurate, up-to-date customer data, including key touchpoints, renewal timelines, upsell/cross-sell opportunities, and health ratings, ensuring full transparency and alignment across teams.

• Collaborate cross-functionally with internal teams to deliver a seamless and cohesive customer journey, ensuring a unified approach to customer success.

• Take ownership of delivering committed value and ROI, ensuring customers see measurable outcomes from their partnership with Iron Mountain.

• Provide guidance and mentorship to non-senior Customer Success Managers, championing best practices and fostering continuous improvement across the team.

Required Qualifications:

• Proven experience in building trust and fostering strong relationships with senior stakeholders, ensuring alignment with business objectives.

• Exceptional communication and presentation skills, with the ability to engage and influence executives across internal and external teams.

• Highly proactive, self-motivated, and results-driven, with a demonstrated ability to take initiative and drive projects to successful completion.

• Expertise in capturing, analyzing, and leveraging customer data to drive insights and optimize customer success strategies.

• Extensive experience in customer success, particularly within Enterprise and Mid-Market organizations operating in complex service-based industries.

• Proven track record in account management, with strong project management capabilities and a strategic, solutions-oriented approach to problem-solving.

• Ability to handle challenging customer situations with empathy, professionalism, and patience, ensuring high levels of customer satisfaction and retention.

• Strong interpersonal skills and the ability to communicate effectively with senior-level executives, both internally and externally.

• Deep knowledge of digital strategy and transformation, including SaaS, machine learning, cloud storage, analytics, information governance, electronic content management, business process/workflow enablement, outsourcing, and document capture.

• Hands-on experience delivering SaaS training to Fortune 500 companies, particularly within highly regulated industries, with expertise in one or more of the following verticals:

  • Banking/Financial Services (including Insurance)

  • Energy

  • Media & Entertainment

  • Legal

  • Life Sciences/Pharma

  • Government/Public Sector

• Familiarity with Customer Success Platforms (CSP) and other customer success management tools to streamline operations and improve outcomes.

• Strong analytical capabilities, with a focus on customer success performance metrics to track and improve customer outcomes.

• Ability to proactively identify potential risks, mitigate challenges, and prevent churn or dissatisfaction.

• Bachelor’s degree or higher from an accredited institution.

Travel Requirements:

< 5 % travel

#Li-Remote

Reasonably expected salary range: $91,100.00 - $121,400.00

Category: Sales