Iron Mountain is seeking a highly motivated and organized Customer Success Manager (CSM) to join our team. In this role, you will be responsible for driving customer retention through proactive relationship management, contract renewals, and seamless onboarding of new accounts.
What You'll Do
In this role, you will:
- Relationship & Success Management: 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.
- Onboarding & Sales Support: Guide new customers through the accreditation and documentation process while qualifying marketing leads and identifying upselling or cross-selling opportunities.
- Contract Renewals & Negotiations: Lead the contract renewal process, including negotiating pricing and SLAs, preparing bid documents for RFPs, and ensuring account profitability.
- Collaboration & Reporting: Work across internal teams (Sales, Marketing, and Operations) to execute customer site tours and track key performance metrics like lead generation and web inquiries.
What You'll Bring
The ideal candidate will have:
- 2-4 years of experience in sales or customer service, specifically managing mid to large-sized accounts.
- Strong knowledge of basic contract Terms and Conditions (T&Cs), Service Level Agreements (SLAs), and P&L.
- Proven ability in establishing strong partnerships with prospects and stakeholders at all levels of a highly matrixed global organization.
- Technical Proficiency in Microsoft Excel, Word, and related internal systems.
What We Offer (Benefits)
- Competitive compensation and benefits aligned with experience.
- Comprehensive health, wellness, and retirement plans.
- Flexible work options to support work–life balance.
- Opportunities for continuous learning and professional growth.
