Customer Success Manager, Entertainment Services

ironmountain; United States; On-site; USD 93,000 - 125,000; Full time

Benefits offered by this job

Competitive compensation

Flexible work options

Health, wellness and retirement plans

Job summary

Iron Mountain seeks a Customer Success Manager to join the Entertainment Services team in an on-site role. You will serve as a strategic partner to high-value enterprise accounts, driving client loyalty, retention, and revenue expansion, connecting client objectives with our information management solutions.

You will build relationships, manage renewals, coordinate with sales, and leverage internal tools to deliver value, protect accounts, and grow share of wallet.

Qualifications

• 3+ years in customer success or strategic account management.
• Strong knowledge of information management workflows and enterprise contract renewal processes.
• Proven ability to conduct contract negotiations, manage SLAs, and resolve escalations with senior decision-makers.
• 4-year college degree required.
• On-site role requiring commuting to location.

Responsibilities

• Drive strategic relationship management with key decision-makers and guide business reviews.
• Uncover account growth opportunities by identifying new value streams and expanding low share-of-wallet accounts.
• Manage renewals and contract negotiations with Account Executives, pricing, and SLAs to protect key accounts.
• Enable sales operations and proposals using Salesforce and internal tools for account plans and SOWs.
• Resolve client escalations with cross-functional teams to protect at-risk accounts.

Skills

Customer success

Strategic account management

Contract negotiations

Renewals management

Sales support

SLA management

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

In this role, you will:

• 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.

Reasonably expected salary range: $93,400.00 - $124,500.00 + commissions.

Please note that an employee's starting salary may vary based on a variety of factors. Where State, Municipal, Provincial, Territorial or other legal minimum wages exceed the federal minimum wage, employees are entitled to the higher rate.

Category: Sales