[Hiring] Customer Value Manager @Iron Mountain

Role Description

Iron Mountain is seeking a strategic and change-management-focused Senior Digital Customer Value Manager to join our Digital Customer Value team. In this role, you will be responsible for guiding high-touch legacy customers through complex migrations to our digital SaaS platform. Functioning as a strategic quarterback during the migration lifecycle, you will minimize transition friction, protect recurring revenue, overcome user change resistance, and drive immediate platform adoption before transitioning the portfolio into our steady-state Customer Value organization.

What You’ll Do (Responsibilities)

• Lead Transformation Strategy: Serve as the trusted point of contact during migrations, developing customized Value plans that map legacy workflows to SaaS capabilities while protecting long-term contract conversions.
• Accelerate Adoption & Monitor Health: Execute data-driven enablement strategies to drive user adoption, track migration milestone metrics, and lead transition reviews to resolve operational challenges.
• Triage Technical Friction: Partner with Migration Engineering and Product teams to resolve migration issues like data mapping anomalies and ingestion delays.
• Orchestrate Cross-Functional Handoffs: Maintain detailed account health records and execute clean handovers to the standard Customer Value team once steady-state operations are achieved.

Qualifications

• Core Experience: Customer Success with extensive experience guiding Enterprise and Mid-Market clients through complex digital transformations or legacy-to-SaaS migrations.
• Technical Translation Skills: Deep knowledge of SaaS, cloud storage, information governance, electronic content management, and document capture technologies.
• Vertical Expertise: Proven track record delivering software onboarding to Fortune 500 clients in highly regulated industries (e.g., Financial Services, Energy, Legal, Life Sciences, Media, Public Sector).

Requirements

• A Bachelor’s degree or higher from an accredited institution.
• Proficiency with Customer Value Platforms (CSP).
• The ability to fulfill travel requirements of under 5%.

Benefits

• Compensation: Competitive compensation and benefits packages aligned with your experience level.
• Work-Life Balance: Paid time off, holiday schedules, and flexible work arrangements to support personal well-being.
• Health & Well-being: Comprehensive health, wellness, and retirement plans.
• Growth: Opportunities for continuous learning and career advancement within Iron Mountain.