Customer Success Representative

55810 Iron Mountain Colombia SAS; Bogotá; Hybrid; COP 33,480,000 - 61,380,000; Full time

Benefits offered by this job

Hybrid working scheme

Professional growth opportunities

Continuous learning

Job summary

Iron Mountain Incorporated is seeking a customer success professional to nurture trusted partnerships with clients and drive renewals, retention, and growth across service lines. You will collaborate with cross-functional teams to align solutions with client goals and oversee pricing discussions to maximize account profitability.

A strong, English-speaking background is required for North America collaboration.

Qualifications

• 3+ years of experience in customer success, account management, or a similar customer-facing role.
• Strong knowledge of customer relationship management, contract renewal processes, and CRM software such as SFDC.
• Proven ability to manage commercial pricing discussions, achieve retention targets, and identify account growth opportunities.
• Bachelor’s degree in Business, Marketing, Communications, or a related field (or equivalent practical experience).
• Exceptional communication, interpersonal, and problem-solving skills with a collaborative, customer-first approach.
• Fluent English to work with North America team (submit your cv in English)

Responsibilities

• Build Client Relationships: Cultivate deep, consultative partnerships with key customer stakeholders, leading regular business reviews and serving as an internal customer advocate across service and operational needs.
• Drive Retention & Satisfaction: Monitor account health and CSAT dashboards, addressing feedback proactively and partnering with internal teams to implement retention strategies that prevent churn.
• Identify Expansion Opportunities: Partner with sales teammates to assess client requirements and uncover cross-sell and upsell opportunities across solution lines using CRM insights in SFDC.
• Lead Renewals & Commercial Negotiations: Guide contract renewal cycles and lead annual pricing reviews, negotiating service levels and agreements to ensure account profitability and client satisfaction.

Skills

Customer success

Account management

CRM

SFDC

Pricing discussions

Retention targets

English fluency

Education

Bachelor's degree

Tools

SFDC

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 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 relationship-driven Customer Success Representative (CSR) to join our Customer Success team. In this role, you'll have the opportunity to serve as a trusted partner to our valued clients, helping them unlock the full potential of Iron Mountain’s information management solutions. You'll collaborate closely with cross-functional sales and operational teams to understand customer business goals, anticipate evolving needs, and guide accounts through seamless renewals and new growth opportunities. Here, your dedication to building authentic relationships will directly strengthen client trust, safeguard retention, and drive shared, long-term success.

What You’ll Do (Responsibilities)

In this role, you will:

• Build Client Relationships: Cultivate deep, consultative partnerships with key customer stakeholders, leading regular business reviews and serving as an internal customer advocate across service and operational needs.
• Drive Retention & Satisfaction: Monitor account health and CSAT dashboards, addressing feedback proactively and partnering with internal teams to implement retention strategies that prevent churn.
• Identify Expansion Opportunities: Partner with sales teammates to assess client requirements and uncover cross-sell and upsell opportunities across solution lines using CRM insights in SFDC.
• Lead Renewals & Commercial Negotiations: Guide contract renewal cycles and lead annual pricing reviews, negotiating service levels and agreements to ensure account profitability and client satisfaction.

What You’ll Bring (Skills & Qualifications)

The ideal candidate will have:

• 3+ years of experience in customer success, account management, or a similar customer-facing role.
• Strong knowledge of customer relationship management, contract renewal processes, and CRM software such as SFDC.
• Proven ability to manage commercial pricing discussions, achieve retention targets, and identify account growth opportunities.
• Bachelor’s degree in Business, Marketing, Communications, or a related field (or equivalent practical experience).
• Exceptional communication, interpersonal, and problem-solving skills with a collaborative, customer-first approach.
• Fluent English to work with North America team (submit your cv in English)

What We Offer (Benefits)

• Competitive compensation aligned with experience.
• Hybrid working scheme.
• Opportunities for continuous learning and professional growth.

If you are ready to build meaningful customer partnerships and take the next step in your career, we want to hear from you.

Category: Sales

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.

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.