Customer Success Manager
On-site · Gurugram, Haryana, India
Job Summary
Customer Success Manager responsible for building and maintaining strategic relationships with customers to ensure achievement of business outcomes and maximize value of Iron Mountain's products and services. Leads customer satisfaction, retention, renewals, and account growth through proactive engagement, quarterly business reviews, and cross-functional collaboration. Key duties include managing stakeholder relationships, aligning solutions to business objectives, driving customer adoption of self-service tools, identifying cross-sell/upsell opportunities, leading renewal discussions and pricing interactions, and coordinating with Sales and internal teams to deliver an exceptional customer experience. Requires a Bachelor's degree and 5+ years in customer-facing roles with strong CRM and analytics skills.
Required Qualifications
- Bachelor's degree in Business, Marketing, Communications, or a related field
- Minimum 5 years of experience in Customer Success, Account Management, Customer Experience, or a similar customer-facing role
- Proven track record of driving customer retention, renewals, account growth, and customer satisfaction
- Experience managing enterprise or strategic customer accounts
- Strong knowledge of CRM platforms, customer success methodologies, and business review processes
- Preferred experience in B2B technology, information management, SaaS, or enterprise services environments
- Familiarity with Salesforce, ZoomInfo, LinkedIn Sales Navigator, Gainsight, or similar platforms
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