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Sales / Business
Senior Customer Success Manager
@16000 Iron Mountain Information Management Services, Inc.
[Hiring] Senior Customer Success Manager @16000 Iron Mountain Information Management Services, Inc.
Apr 03, 2025 - 16000 Iron Mountain Information Management Services, Inc. is hiring a remote Senior Customer Success Manager. 💸 Salary: $91,100 - $121,400. 📍Location: USA.
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Role Description
The Senior Digital Customer Success Manager is a customer-centric position responsible for overseeing multiple high-touch clients throughout their journey with Iron Mountain.
- Manage and cultivate customer relationships by developing clear, actionable success plans post-implementation, delivering world-class enablement support for customers’ users and stakeholders.
- Drive long-term customer value by ensuring successful renewals, while identifying and capitalizing on upsell and cross-sell opportunities through strategic thinking.
- Serve as the primary point of contact and "face of Iron Mountain" for customers, establishing a direct line of communication and building strong, trusted partnerships.
- Efficiently triage and resolve customer issues, coordinating with internal teams to implement remediation plans that enhance the customer experience and resolve challenges swiftly.
- Develop and execute data-driven strategies and action plans aimed at increasing product adoption, improving customer retention, and expanding account growth.
- Leverage deep knowledge of Iron Mountain’s product suite to drive customer engagement, align solutions with customer goals, and identify opportunities for improvement across the product portfolio.
- Utilize customer journey maps to effectively track customer progress, monitor success, and ensure alignment with desired outcomes.
- Lead regular customer engagement sessions, including monthly and quarterly business reviews, to assess product performance, share best practices, highlight new features, and proactively address challenges – all while identifying revenue growth opportunities.
- Maintain accurate, up-to-date customer data, including key touchpoints, renewal timelines, upsell/cross-sell opportunities, and health ratings, ensuring full transparency and alignment across teams.
- Collaborate cross-functionally with internal teams to deliver a seamless and cohesive customer journey, ensuring a unified approach to customer success.
- Take ownership of delivering committed value and ROI, ensuring customers see measurable outcomes from their partnership with Iron Mountain.
- Provide guidance and mentorship to non-senior Customer Success Managers, championing best practices and fostering continuous improvement across the team.
Qualifications
- Proven experience in building trust and fostering strong relationships with senior stakeholders, ensuring alignment with business objectives.
- Exceptional communication and presentation skills, with the ability to engage and influence executives across internal and external teams.
- Highly proactive, self-motivated, and results-driven, with a demonstrated ability to take initiative and drive projects to successful completion.
- Expertise in capturing, analyzing, and leveraging customer data to drive insights and optimize customer success strategies.
- Extensive experience in customer success, particularly within Enterprise and Mid-Market organizations operating in complex service-based industries.
- Proven track record in account management, with strong project management capabilities and a strategic, solutions-oriented approach to problem-solving.
- Ability to handle challenging customer situations with empathy, professionalism, and patience, ensuring high levels of customer satisfaction and retention.
- Strong interpersonal skills and the ability to communicate effectively with senior-level executives, both internally and externally.
- Deep knowledge of digital strategy and transformation, including SaaS, machine learning, cloud storage, analytics, information governance, electronic content management, business process/workflow enablement, outsourcing, and document capture.
- Hands-on experience delivering SaaS training to Fortune 500 companies, particularly within highly regulated industries, with expertise in one or more of the following verticals: Banking/Financial Services (including Insurance), Energy, Media & Entertainment, Legal, Life Sciences/Pharma, Government/Public Sector.
- Familiarity with Customer Success Platforms (CSP) and other customer success management tools to streamline operations and improve outcomes.
- Strong analytical capabilities, with a focus on customer success performance metrics to track and improve customer outcomes.
- Ability to proactively identify potential risks, mitigate challenges, and prevent churn or dissatisfaction.
- Bachelor’s degree or higher from an accredited institution.
Requirements
- Travel Requirements: < 5 % travel
Benefits
- Reasonably expected salary range: $91,100.00 - $121,400.00
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Sales / Business
Sales / Business
|
Salary
💸
$91,100 - $121,400
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Apr 03, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
