Customer Success Specialist: Onboarding & Growth

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

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.