Customer Success Operations Manager

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.

Iron Mountain is seeking a highly motivated and detail-oriented Customer Success Operations Manager to join our team. This role is critical in driving the operational efficiency and effectiveness of our Customer Success organization. The ideal candidate will be responsible for optimizing Customer Success processes, enhancing and managing critical Customer Success internal reporting, managing Customer Success data tools (Totango) and systems, and delivering insights to help our team enhance the customer experience, improve retention, and drive revenue growth. This role is a 100% remote located anywhere in the US.

Key Responsibilities:

• Support Operational Strategy & Execution by developing and implementing scalable processes that meet the team's goals and objectives.

• Oversee the administration, optimization, and integration of Customer Success tools (e.g., CRM, CS platforms, internal systems connectivity to CS platform, analytics tools) to ensure CS data accuracy within CS Systems & Tools, and driving Customer Centricity.

• Identify areas for operational improvements, drive recommendations to senior management and implement solutions.

• Collaborate with cross-functional teams (Customer Success Managers, Sales, Marketing, and Product) to ensure Customer Success is aligned across each department and meet the DBU’s business and customer objectives.

• Continuously evaluate and refine CS performance data, and evolving industry trends to ensure they remain effective and scalable.

• Customer Renewals: Manage the creation, distribution, and maintenance of customer renewal reports, ensuring accuracy and timeliness.

• Customer Renewals: Track key renewal metrics, such as renewal rates, churn, and upsell opportunities, and provide actionable insights to leadership and Customer Success team to improve renewal rates, reduce churn and identify upsell opportunities.

• …