Manager, Customer Success Program

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 stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

We’re looking for a Customer Success Manager to own and grow strategic Healthcare & Life Sciences (HLS) accounts at Iron Mountain. In this role, you’ll serve as a trusted partner to enterprise clients, driving retention, adoption, and expansion across our portfolio of solutions — from global records management to digital transformation. You’ll lead the customer journey, align internal resources, and develop tailored strategies that deliver measurable value for our clients.

What You’ll Do

• Build and maintain strong, long-term relationships with key stakeholders in major HLS accounts, including C-level decision-makers.

• Serve as the primary point of contact, ensuring seamless onboarding, deployment, and ongoing support of Iron Mountain services.

• Partner with Sales, Service, and Technical teams to deliver client-specific strategies, resolve escalations, and identify growth opportunities.

• Use customer feedback, NPS results, and performance analytics to drive continuous improvement and enhance the client experience.

• Lead quarterly and annual business reviews, presenting strategic insights, ROI analysis, and innovation roadmaps.

• Manage the end-to-end renewal process, ensuring contract retention and identifying opportunities for upselling and cross-selling.

• Collaborate with global teams to coordinate multinational account activities and ensure alignment with customer objectives.

• Monitor and report on account health, usage trends, and performance metrics; create executive-level presentations and recommendations.
   

What We’re Looking For

• 6+ years in customer success, account management, or strategic partnerships, preferably within Healthcare/Life Sciences or related industries.

• Proven track record managing large, complex enterprise accounts with a focus on retention, growth, and relationship building.

• Experience working in a matrixed, global organization and navigating cross-functional priorities.

• Strong communication and presentation skills, with the ability to influence senior executives.

• Analytical mindset with experience using CRM, reporting tools, and customer analytics platforms (Salesforce, PowerBI, etc.).

• Ability to manage multiple priorities, work independently, and adapt in a fast-paced environment.

• Bachelor’s degree required; advanced degree or industry certifications a plus.
   

Compensation: $115,000 – $135,000, this includes a base plus discretionary bonus