Customer Success Specialist

About the role

Iron Mountain, a provider of records and information management, digital transformation services, data centers, asset lifecycle management and fine art storage, is seeking an adaptable Customer Success Specialist for its Customer Success & Account Management team. The role manages relationships and accelerates growth for key enterprise accounts, working with internal and external stakeholders to turn challenges into value-driven solutions.

Key responsibilities

• Lead day-to-day account support and escalation management, overseeing service changes, inventory transfers, billing inquiries and swift issue resolution.
• Drive customer onboarding and self-serve training by educating client teams on Iron Mountain's digital self-serve tools and assisting with account onboarding and restructures.
• Perform continuous process improvement and root cause analysis, reviewing customer processes to find efficiency opportunities and prevent repeat escalations.
• Manage key stakeholders and customer reviews, collaborating with cross-functional teams and taking part in monthly or quarterly business reviews with CSMs and GAMs.

Required profile

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

What we offer

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