Customer Success Manager

About Iron Mountain

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. 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.

Responsibilities

• Act as the primary point of contact and trusted advisor for customers, conducting compliance assessments and root cause analysis to resolve service or billing issues
• Guide new customers through the accreditation and documentation process
• Qualify marketing leads and identify upselling or cross-selling opportunities
• Lead the contract renewal process, including negotiating pricing and SLAs
• Prepare bid documents for RFPs and ensure account profitability
• Work across internal teams (Sales, Marketing, and Operations) to execute customer site tours
• Track key performance metrics like lead generation and web inquiries