Customer Success Representative

Iron Mountain Incorporated; Puerto Bogotá; Hybrid; COP 129,685,000 - 194,527,000; Full time

Benefits offered by this job

Hybrid working scheme

Opportunities for continuous learning

Job summary

Iron Mountain Incorporated is seeking a Customer Success Representative to join the Customer Success team in a relationship-driven capacity. You will build strong client partnerships, drive retention, and collaborate with sales to uncover cross-sell opportunities, while guiding renewals and pricing discussions.

The ideal candidate has 3+ years in customer success or account management, strong CRM knowledge, and fluent English to collaborate with the North America team.

Qualifications

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

Responsibilities

• Build Client Relationships: cultivate deep, consultative partnerships with key customer stakeholders, leading regular business reviews.
• Drive Retention & Satisfaction: monitor account health and CSAT dashboards, address feedback, partner with internal teams on retention strategies.
• Identify Expansion Opportunities: collaborate with sales to uncover cross-sell and upsell opportunities using CRM insights in SFDC.
• Lead Renewals & Commercial Negotiations: guide renewal cycles and pricing reviews, negotiate service levels and agreements for profitability.

Skills

Customer success mindset

CRM proficiency

Account management

English fluency

Education

Bachelor’s degree in Business/Marketing/Communications

Tools

SFDC (Salesforce)

Job description

COL | Bogotá | Av Cra 45, 114, Oficina 503

Full time

J0107437

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.

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.

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.

Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE

Requisition: J0107437