Senior Customer Success Manager

1 week ago


Lansing, Michigan, United States Iron Mountain Inc Full time
Senior Customer Success Manager

Iron Mountain Inc is seeking a highly skilled Senior Customer Success Manager to join our team. As a key member of our customer success team, you will be responsible for driving customer adoption, retention, and expansion.

Key Responsibilities:
  • Assist customers in achieving clear and concise success criteria post-implementation.
  • Establish strong customer relationships throughout the implementation lifecycle.
  • Develop and execute strategies to drive adoption, customer retention, and expansion.
  • Maintain a customer-centered approach, keeping the customer at the forefront of all activities.
  • Utilize customer journey mappings to track and monitor customer success.
  • Conduct regular engagement sessions with customers to assess product functionality and address challenges.
  • Drive customer engagement through usage, analyzing data to identify trends and areas for improvement.
Requirements:
  • Customer success experience in complex services-based organizations.
  • Ability to handle challenging customer situations with empathy and professionalism.
  • Proven experience in account management, project management, and strategic thinking.
  • Strong analytical background, specifically focused on customer success performance metrics.
  • Excellent communication, teaming, and presentation skills.
Travel Requirements:

Iron Mountain Inc is an equal opportunity employer and does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, marital status, age, sexual orientation, disability, veteran status, or other legally protected classifications under applicable federal, state, or local laws in making employment decisions.



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