Customer Success Manager

Iron Mountain Incorporated; Pennsylvania; Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Competitive compensation

Flexible work options

Health and retirement benefits

Continuous learning

Job summary

Iron Mountain Incorporated seeks a results‑driven Customer Success professional to strengthen client partnerships and drive retention across accounts. You will lead contract strategy with account executives, align service levels with customer objectives, and manage escalations to ensure compliance and satisfaction.

The role emphasizes flexible work options and a focus on continuous learning, health, and retirement benefits, supporting a balanced, high‑impact career.

Qualifications

• Four-year degree required.
• Deep understanding of Iron Mountain’s services and workflows.
• Proven ability to manage relationships and uncover key decision-makers.

Responsibilities

• Develop and maintain strategic partnerships with customer decision-makers.
• Lead contract strategy and renewal with Account Executive to drive retention.
• Research escalations and ensure compliance with laws and Iron Mountain policies.

Skills

Relationship management

Negotiation

Persuasion

Business acumen

Education

Four‑year college degree

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.

What You’ll Do

• Develop and Maintain Relationships to structure strategic partnerships with key customer decision-makers, understanding their organizational business objectives, and keeping them educated on emerging industry trends.
• Lead Contract Strategy and Renewal by partnering with the Account Executive and the customer to identify contract gaps, negotiate pricing and service level agreements (SLAs), and execute the renewal process to drive customer retention.
• Manage Customer Experience and Compliance by researching escalated service and billing issues, executing ad‑hoc requests (like reports or audits) in accordance with service level agreements, and ensuring adherence to Federal, State, and Local laws, as well as Iron Mountain policies.

What You’ll Bring

• Four‑year college degree required.
• Deep understanding of Iron Mountain’s (IM’s) services, programs, workflows, systems, and processes across all lines of business.
• Proven ability in relationship management and persuasion, proactively uncovering additional contacts and key decision-makers.
• Strong business acumen and knowledge of Iron Mountain’s solution offerings and the competitive environment.

What We Offer

• Competitive compensation and benefits aligned with the experience.
• Flexible work options/alternative work options to support work–life balance.
• Comprehensive health, wellness, and retirement plans.
• Opportunities for continuous learning and professional growth.

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.

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.

If you are a results-oriented Customer Success professional ready to drive customer retention and 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.