Customer Success Manager, Entertainment Services

Iron Mountain Incorporated; Los Angeles (CA); On-site; USD 93,000 - 125,000; Full time

Job summary

Iron Mountain Incorporated is seeking an influential Customer Success Manager to join our Entertainment Services team in Los Angeles. In this on-site role, you will partner with high-value enterprise accounts to drive loyalty, retention, and revenue expansion by aligning our information management solutions with client objectives.

You will manage renewals, negotiate SLAs, support proposals, and use Salesforce to develop account plans and SOWs, while resolving escalations with cross-functional

Qualifications

• 3+ years of experience in customer success, strategic account management, or consultative sales support.
• Strong knowledge of information management solution workflows, systems, and enterprise contract renewal processes.
• Proven ability to conduct contract negotiations, manage SLAs, and resolve complex client escalations with senior decision-makers.
• 4-year college degree required.
• Ability to commute to this location, role is on-site.

Responsibilities

• Drive Strategic Relationship Management: Cultivate long-term partnerships with key decision-makers, guiding business reviews and proactive communications to align our solutions with client goals.
• Uncover Account Growth Opportunities: Evaluate client requirements to identify new value streams, positioning alternative offerings to reactivate and expand low share-of-wallet accounts.
• Manage Renewals & Contract Negotiations: Partner with Account Executives on contract renewals and RFP processes, negotiating pricing and SLAs to protect and retain strategic accounts.
• Enable Sales Operations & Proposals: Utilize Salesforce and internal analytical tools to help develop account plans, Statements of Work (SOWs), and competitive proposal quotes.
• Resolve Client Escalations: Investigate service and billing challenges alongside cross-functional operations teams to quickly resolve issues for at-risk accounts.

Skills

Customer success

Strategic account management

Contract negotiations

Sales support

Education

Bachelor's degree

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 an influential Customer Success Manager to join our Entertainment Services team. In this on-site role, you will have the opportunity to serve as a strategic partner to high-value enterprise accounts, driving client loyalty, retention, and revenue expansion. Here, your ability to build meaningful relationships will connect customer business objectives with our comprehensive information management solutions, turning low-share accounts into thriving partnerships. You will play a vital role in elevating customer satisfaction while safeguarding key accounts in a supportive, growth-focused environment.

What You’ll Do

• Drive Strategic Relationship Management: Cultivate long-term partnerships with key decision-makers, guiding business reviews and proactive communications to align our solutions with client goals.
• Uncover Account Growth Opportunities: Evaluate client requirements to identify new value streams, positioning alternative offerings to reactivate and expand low share-of-wallet accounts.
• Manage Renewals & Contract Negotiations: Partner with Account Executives on contract renewals and RFP processes, negotiating pricing and SLAs to protect and retain strategic accounts.
• Enable Sales Operations & Proposals: Utilize Salesforce and internal analytical tools to help develop account plans, Statements of Work (SOWs), and competitive proposal quotes.
• Resolve Client Escalations: Investigate service and billing challenges alongside cross-functional operations teams to quickly resolve issues for at-risk accounts.

What You’ll Bring

• 3+ years of experience in customer success, strategic account management, or consultative sales support.
• Strong knowledge of information management solution workflows, systems, and enterprise contract renewal processes.
• Proven ability to conduct contract negotiations, manage SLAs, and resolve complex client escalations with senior decision-makers.
• 4-year college degree required.
• Ability to commute to this location, role is on-site.

What We Offer

• Competitive compensation and benefits aligned with 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.

Ready to build lasting client partnerships and accelerate your career? Reasonably expected salary range: $93,400.00 - $124,500.00 + commissions.

Where State, Municipal, Provincial, Territorial or other legal minimum wages exceed the federal minimum wage, employees are entitled to the higher rate.

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.