Coe Customer Success Specialist

Iron Mountain Incorporated; Florida; On-site; COP 178,011,000 - 242,742,000; Full time

Benefits offered by this job

Competitive pay

Flexible shifts

Work-life balance

Health & retirement plans

Learning & growth

Job summary

Iron Mountain Incorporated is seeking a Customer Success Specialist to join our Customer Success & Account Management team. You’ll lead day-to-day account support, onboarding, and cross-functional collaboration to ensure client satisfaction and renewal.

You’ll bring experience in customer success or client-facing roles, with strong communication skills and a proactive approach to resolving issues within SLAs. Flexible shifts and growth opportunities are available.

Qualifications

• Proven experience in a customer success, account management, or client-facing operational role.
• Strong background combining operational expertise with sales awareness to drive account growth and client satisfaction.
• Exceptional communication and stakeholder management skills with a track record of effective case resolution within agreed SLAs.
• Analytical mindset with experience in invoice review, spend analysis, and process optimization.

Responsibilities

• Lead Day-to-Day Account Support & Escalation Management: Oversee operational activities including service changes, inventory transfers, billing inquiries, and swift issue resolution.
• Drive Customer Onboarding & Self-Serve Training: Educate client teams on Iron Mountain's digital self-serve tools and assist with structured account onboarding and restructures.
• Perform Continuous Process Improvement & Root Cause Analysis: Review customer processes regularly to identify efficiency opportunities, resolve systemic issues, and prevent repeat escalations.
• Manage Key Stakeholders & Customer Reviews: Collaborate closely with internal cross‑functional teams and participate in monthly or quarterly business reviews alongside CSMs and GAMs.

Skills

Customer success

Account management

Client-facing operations

Job 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 our 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 an adaptable Customer Success Specialist to join our Customer Success & Account Management team.

What You’ll Do

• Lead Day-to-Day Account Support & Escalation Management: Oversee operational activities including service changes, inventory transfers, billing inquiries, and swift issue resolution.
• Drive Customer Onboarding & Self-Serve Training: Educate client teams on Iron Mountain's digital self-serve tools and assist with structured account onboarding and restructures.
• Perform Continuous Process Improvement & Root Cause Analysis: Review customer processes regularly to identify efficiency opportunities, resolve systemic issues, and prevent repeat escalations.
• Manage Key Stakeholders & Customer Reviews: Collaborate closely with internal cross‑functional teams and participate in monthly or quarterly business reviews alongside CSMs and GAMs.

What You’ll Bring

• Proven experience in a customer success, account management, or client-facing operational role.
• Strong background combining operational expertise with sales awareness to drive account growth and client satisfaction.
• Exceptional communication and stakeholder management skills with a track record of effective case resolution within agreed SLAs.
• Analytical mindset with experience in invoice review, spend analysis, and process optimization.

What We Offer

• Competitive compensation and benefits aligned with experience.
• Shifts: Ability to work flexible shifts as needed to support business and customer requirements.
• Flexible work options to support work–life balance.
• Comprehensive health, wellness, and retirement plans.
• Opportunities for continuous learning and professional growth.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to [e-mail].

See the Supplement to learn more about Equal Employment Opportunity.

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here. Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.