Senior Customer Success Executive (Public Sector)

Iron Mountain; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible work options

Health, wellness & retirement plans

Continuous learning & growth

Job summary

Iron Mountain seeks a proactive Customer Success Manager to serve as a key partner to public sector and enterprise clients, maximizing satisfaction and retention across solution lines. You will uncover growth opportunities within existing accounts while ensuring world-class service and strong renewals.

You will collaborate with internal teams, handle strategic reviews, and leverage Salesforce for quotes and SLAs, with travel up to 10% in the Metro DC area.

Qualifications

• 4-year college degree in business or a related field.
• Strong knowledge of Records Management, Digitization, and Asset Lifecycle Management solutions.
• Proven ability in account management, contract negotiation, and public sector client engagement (Federal).
• Willingness to travel up to 10% as needed (Metro DC area).

Responsibilities

• Drive Relationship Management: Cultivate trusted partnerships with key customer decision-makers, conducting regular Strategic Business Reviews to align customer goals with Iron Mountain solutions.
• Expand Account Value: Assess customer needs to uncover growth opportunities within assigned accounts, positioning tailored records management and digital solutions.
• Manage Renewals & Negotiations: Partner with Account Executives on contract renewals and RFP responses, negotiating pricing structures and SLAs to protect and retain key accounts.
• Enable Sales Operations: Collaborate across internal teams using Salesforce to generate accurate quotes, Price Approval Models, and Statements of Work.
• Resolve Escalations & Ensure Retention: Investigate service and billing issues promptly, working with field operations and customer care teams to deliver swift resolutions for at-risk accounts.

Skills

Account management

Contract negotiation

Public sector engagement (Federal)

Salesforce

Education

Bachelors degree in business or related field

Tools

Salesforce

Job description

Iron Mountain seeks a proactive Customer Success Manager to serve as a key partner to public sector and enterprise clients, maximizing satisfaction and retention across solution lines. You will uncover growth opportunities within existing accounts while ensuring world-class service and strong renewals.

You will collaborate with internal teams, handle strategic reviews, and leverage Salesforce for quotes and SLAs, with travel up to 10% in the Metro DC area.