Enterprise Customer Success Lead for Onboarding & Growth

Iron Mountain

Ituango

On-site

COP 27,900,000 - 50,220,000

Full time

14 days+

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Job summary

Iron Mountain is seeking an adaptable Customer Success Specialist to join our Customer Success & Account Management team. You will manage relationships across enterprise accounts, drive onboarding, and partner with internal teams to turn challenges into value-driven solutions.

Bring experience in customer success or account management, strong communication, and a proactive approach to continuous process improvements.

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.