Enterprise Customer Success Manager - Strategic Accounts

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

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