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

Customer Success Manager (CSM) Role

The Customer Success Manager (CSM) role is a key member of the Iron Mountain National and Vertical Sales team for North America supporting all service lines. In partnership with the Directors and Business Development Executives (BDE), this role is accountable for the delivery of quality services and creating loyalty and retaining customers while creating revenue growth, either directly or indirectly for the field BDEs in the National / Vertical sales Strategic and Vertical accounts.

Responsibilities

1. Relationship Management: Build and maintain customer relationships to understand organizational business objectives and goals. Partner with key customer decision maker(s) to structure partnership(s) strategy as it relates to customer requirements.
2. Business Opportunity: Assess assigned customer’s current and potential needs, determining appropriate Iron Mountain products and solutions.
3. Contract Renewals and Negotiations: Partner with the BDE and the customer on renewals and work through any RFP process by identifying gaps in current contracts.
4. Customer Experience and Escalations: Responsible for researching escalated service and billing issues to ensure resolution.

Qualifications

This role requires general business acumen and an understanding of IM’s solution offerings and its competitive environment, as well as a deep understanding of IM’s services, programs, workflows, systems, and processes across all lines of business.