Customer Success Specialist

About the role

Iron Mountain is looking for an adaptable Customer Success Specialist to join its Customer Success & Account Management team. You will manage relationships and accelerate growth for key enterprise accounts, turning challenges into value‑driven solutions.

Key responsibilities

• Lead day‑to‑day account support and escalation management, handling service changes, inventory transfers, billing inquiries and rapid issue resolution.
• Drive customer onboarding and self‑serve training, educating client teams on Iron Mountain’s digital tools and assisting with structured account onboarding and restructures.
• Perform continuous process improvement and root‑cause analysis to identify efficiency opportunities, resolve systemic issues and prevent repeat escalations.
• Manage key stakeholders and participate in monthly or quarterly business reviews alongside CSMs and GAMs.

Required profile

• Proven experience in a customer success, account management, or client‑facing operational role.
• Strong operational expertise combined with sales awareness to drive account growth and client satisfaction.
• Exceptional communication and stakeholder management skills with a track record of effective case resolution within agreed SLAs.
• Analytical mindset with experience in invoice review, spend analysis and process optimization.

Required skills

• Operational background with experience managing service changes, inventory transfers and billing inquiries.
• Analytical abilities for invoice review, spend analysis and process improvement.

What we offer

• Competitive compensation and benefits aligned with experience.
• Flexible shifts and work options to support work‑life balance.
• Comprehensive health, wellness and retirement plans.
• Opportunities for continuous learning and professional growth.