At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.

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. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.

Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

ABOUT THE OPPORTUNITY…

Iron Mountain is seeking a Sr Digital Customer Success Manager to join our Professional Services team. This role is pivotal in ensuring the successful continuation of our GDS solution portfolio, nurturing customers' digital transformation, and aligning with their digital strategy. The Sr Digital Customer Success Manager will build strong customer relationships, drive adoption, retention, and expansion, and provide world-class enablement support, significantly enhancing our customers' operational and strategic activities.

KEY RESPONSIBILITIES…

• Assist customers in defining clear and concise success criteria post-implementation.

• Establish strong customer relationships throughout the implementation lifecycle and beyond.

• Act as the primary point of contact and ‘face of Iron Mountain’ to customers.

• Develop and execute strategies to drive adoption, customer retention, and expansion.

• Maintain a customer-centered approach, ensuring successful delivery and uptake of technology solutions.

• Utilize customer journey mappings to track and monitor customer success effectively.

• Conduct regular engagement sessions to assess product functionality, best practices, and address challenges.

• Drive customer engagement through usage analysis, identifying trends and areas for improvement.

• Collaborate with intercompany teams to provide customer success and manage escalations.

• Ensure timely, complete, and accurate input and management of customer activity.

YOUR QUALIFICATIONS…

• Fluency in Portuguese and English is mandatory; proficiency in Spanish is required.

• Customer success experience with Enterprise and Mid-Market companies in complex service-based organizations.

• Proven experience in account management, strong project management skills, and a strategic mindset.

• Ability to communicate professionally to senior-level roles, both internal and external.

• Strong background in digital strategy and transformation, including SaaS, machine learning, analytics, cloud storage, information governance, electronic content management, business process/workflow enablement, and outsourcing.

• Experience delivering SaaS training to Fortune 1000 companies in highly regulated industries.

• Familiarity with CSP software and customer success tools.

• Strong analytical skills focused on customer success performance metrics.

• Proactively identify and mitigate risks to prevent churn or customer dissatisfaction.

• Excellent communication, teamwork, and presentation skills.

• Minimum of a four-year college degree.

Travel Requirements:

< 5 % travel

Category: Sales

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. Take a look at our history here.

Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.

Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE

Requisition: J0074573