Customer Success Manager

Iron Mountain; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Iron Mountain seeks a results-driven Customer Success Manager to join our Customer Success team. You will build and sustain deep relationships to ensure clients fully realize value from Iron Mountain products and services, driving retention and revenue.

You will lead strategic account planning, collaborate with sales and product teams, and advocate for clients across the organization to reduce churn and boost customer satisfaction.

Qualifications

• 3+ years of experience in customer success, account management, or a similar high-touch role.
• Strong knowledge of CRM software (Salesforce) and ability to leverage data to drive growth.
• Proven ability in relationship building and strategic thinking to influence stakeholders and solve problems.
• Bachelor’s degree in a related field such as Business, Marketing, Communications.

Responsibilities

• Manage Strategic Customer Relationships with key decision-makers and maintain high CSAT levels.
• Identify cross-sell/upsell opportunities and lead contract renewals and pricing negotiations to meet profitability targets.
• Advocate for clients by communicating feedback to Product/Marketing and drive retention strategies to prevent churn and meet NPS targets.

Skills

Account management

Customer success

Relationship building

Strategic thinking

Education

Bachelor's degree in Business/Marketing/Communications

Tools

Salesforce

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 results-driven Customer Success Manager to join our Customer Success team. In this role, you will be responsible for building and maintaining deep, trusting customer relationships to ensure they fully realize the value of Iron Mountain products and services, driving retention, satisfaction, and growth.

You will join a proactive, customer-centric team dedicated to strategic account planning and serving as the primary advocate for our clients’ success across the organization.

What You’ll Do

In this role, you will:

• Manage Strategic Customer Relationships: Build and maintain deep, trusting relationships with key decision-makers to align with organizational goals, execute strategic account plans, and maintain high Customer Satisfaction (CSAT) levels through frequent communication and industry trend sharing.
• Drive Growth and Contract Negotiation: Proactively identify cross-sell and upsell opportunities during business reviews, co-create account plans with sales partners, and lead contract renewals and pricing negotiations to meet quarterly profitability and retention targets.
• Ensure Customer Advocacy and Retention: Serve as a dedicated advocate by communicating client feedback to internal Product and Marketing teams, while utilizing data tools to implement retention strategies that prevent churn and meet Net Promoter Score (NPS) targets.

What You’ll Bring

The ideal candidate will have:

• 3+ years of experience in customer success, account management, or a similar high-touch, customer-facing role.
• Strong knowledge of Customer Relationship Management (CRM) software (such as Salesforce), coupled with a demonstrated ability to leverage analytical data to drive profitable account growth.
• Proven ability in relationship building and strategic thinking , with the power to influence stakeholders at all levels and solve complex problems to meet retention goals.
• A Bachelor’s degree in Business, Marketing, Communications, or a related field of study.

Category: Sales