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Customer Success Manager



Ottawa, ON, Canada
Posted on Thursday, June 27, 2024

The Customer Success Manager (CSM) role is a key member of the Iron Mountain National and Vertical Sales team for North America supporting all service lines. In partnership with the Directors and Business Development Executives (BDE) this role is accountable for the delivery of quality services and creating loyalty and retaining customers while creating revenue growth, either directly or indirectly for the field BDEs in the National/Vertical sales Strategic and Vertical accounts.

Relationship Management:

  • Build and maintains customer relationships to understand the organizational business objectives and goals. Partner with key customer decision maker(s) to structure partnership (s) strategy as it relates to customer requirements (new sales opportunities, service level expectations, training of IM solutions, QBR/FBR structure/timetable,).

  • Ensure frequent, tactical communication to enable superior customer satisfaction and to keep customer educated on emerging industry trends related to customer’s organizational information management needs. Employs appropriate methods of persuasion when soliciting agreement.

  • Proactively uncover additional contacts and key decision makers through the use of SFDC, internet and other tools. Assist the sales team with producing and managing proposals/quotes creation of PA Models, SOWs, and account plans.

Business Opportunity:

  • Primary attachment is to Low Share of Wallet accounts – driving the “wake-up” opportunity.

  • Assess assigned customer’s current and potential needs, determining appropriate Iron Mountain products and solutions.

  • Responsible for development strategies and business plans through understanding the clients; business model, planning and decision making channels from understanding the customer's value proposition and ability to explain how they differentiate themselves in the marketplace.

  • Assists in the positioning of alternative ways of creating the real value of IRM’s total solution offerings for clients through their relationship and customer support.

  • Research of account status to prepare for contract negotiations. Responsible to assist in the Renewal and execute on the Renewal process when needed.

  • Keeps abreast of the competitive environment and impact on National/Vertical accounts.

Contract Renewals and Negotiations:

  • The Customer Success Manager (CSM) partners with the BDE and the customer on renewals and work through any RFP process by identifying gaps in current contract in place and understanding customer needs in order to successfully renew the contract.

  • Negotiate pricing and SLA as appropriate to drive customer retention strategy, perform customer needs and service analysis, make recommendations on appropriate pricing structure and contract requirements, communicate pricing programs, and contribute to RFP responses - responsible to identify through relationships and reporting accounts that are at risk to terminate and drive strategy to retain those accounts.

Customer Experience and Escalations:

  • Responsible for researching escalated service and billing issues to ensure all appropriate actions by other parties are being taken to resolve issue.

  • Execute customer ad-hoc requests such as reports, audits, and tours working with the appropriate internal teams (i.e. RM/DM/SS Field Operations, Sales Support, Customer Care) to ensure that customer and/or prospect requirements are resolved in accordance with service level agreements, performance metrics and/or expectations.

  • Save accounts at risk and defining possible solutions to customer issues to lead to retention.

  • Ensure compliance with Federal, State and Local laws, as well as, Iron Mountain policies and procedures.

  • Stay informed of trends and changes in Records/Information/Data Protection Industry.

  • Develops and records individual performance goals and objectives.

  • Maintain working partnership with Markets, Area and Corporate teams.


  • This role is required to have general business acumen and understand IM’s solution offerings and its competitive environment.

  • This role requires a deep understanding of IM’s services, programs, workflows, systems and processes across all lines of business and an understanding of the procedures of other departments.

  • 4 year college degree preferred.

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.

Requisition: J0076276