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Iron Mountain · 1 day ago

Customer Success Manager

United States

Full-time

Remote

Mid, Senior Level

$79K/yr - $105K/yr

5+ years exp

Iron Mountain is a leader in records and information management, seeking a strategic and highly motivated Senior Customer Success Manager to join their National and Vertical Sales team. The role focuses on driving revenue growth and securing customer loyalty through high-quality service and strategic partnerships with Public Sector accounts.

Big DataCloud StorageDigital SignageInformation ServicesSecuritySoftware

Responsibilities

Drive Strategic Account Growth: Proactively identify "wake-up" opportunities in low-utilization accounts by assessing customer needs and positioning Iron Mountain’s total suite of Information Management solutions to increase revenue and market share

Execute Complex Contract Lifecycles: Lead the renewal and Request for Proposal process by negotiating pricing and Service Level Agreements, managing contract compliance escalations, and conducting deep-dive research to prepare for high-stakes negotiations

Champion the Customer Experience: Act as a senior relationship lead to resolve complex service or billing escalations and conduct Quarterly Business Reviews that align Iron Mountain’s emerging industry trends with the customer’s business objectives

Qualification

Customer Success ManagementInformation Management ServicesRelationship ManagementBusiness AcumenNegotiation SkillsBilingual (French/English)

Required

5+ years of experience in Customer Success or a related field

Strong knowledge of Information Management services, including a deep understanding of programs, workflows, and multi-line business systems

Proven ability in relationship management and negotiation, with the skill to influence key decision-makers and manage complex Request for Proposal (RFP) responses

General business acumen and the ability to communicate effectively in a professional environment