Customer Success Manager, Data Center

Iron Mountain

Customer Success Manager overseeing customer relations and project management for data center services at Iron Mountain. Driving service quality and customer satisfaction while managing installations and implementations.

Posted 6/23/2026full-timeRemote • Arizona • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

CloudServiceNow

About the role

Key responsibilities & impact

Primary customer advocate and management focal point within Iron Mountain for all assigned customers, exercising independent judgement and discretion to resolve customer escalations
Ensures high-quality service delivery and customer satisfaction through proactive service management and rapid customer response; works in partnership with the NOC to ensure Iron Mountain service quality
Develops and maintains effective relationships to lead the delivery of data center solutions and services to clients & partners
Manages most aspects for customer implementation of Iron Mountain products and services, including customer installations and related projects – elicit requirements, monitor and summarize process of project schedule, evaluate and analyze risk.
Manage multiple related installations in parallel
Partners with sales and marketing to identify and help deliver on growth opportunities for Iron Mountain’s business with existing customers
Lead in person meetings and data center tours. Recognizes value-added customer service opportunities and proactively takes the lead in pursuing
Provides timely feedback to the company regarding service failures or customer concerns
Key participant in major incident process
Documents customer interactions in ServiceNow and Salesforce ServiceNow on a daily basis to support seamless experience across the customer lifecycle
Manages the streamlining of information flow between customers and the organization, escalating discussions, as appropriate, regarding technology-related status, expectations, concerns, and procedural changes
Analyzes and uses independent judgement to present detailed customer reporting packages, including customer audit participation; ensures reporting and communication is frequent and bi-directional
Ensures issues are resolved and implements corrective actions with urgency. Triages, tracks, prioritizes and resolves all client issues and requests; leveraging ServiceNow where appropriate
Assists the accounting team in resolution of customer related billing issues, which requires a detailed understanding of Iron Mountain’s technical specifications and calculation logic.
Ability to explain to our customers the organization and its business processes, products and services so they understand our plans, offerings, and capabilities
Provide second level support of our customers

Requirements

What you’ll need

Bachelor’s Degree with 3-5+ years of experience in account management, customer support, project management, or data center / IT service delivery
A blend of business acumen, large-scale IT systems knowledge, governance, and operations
Familiarity with ITIL service management
Excellent customer facing skills and a desire to drive high customer satisfaction
Process oriented with the ability to effectively multi-task in a very fast paced environment
Attention to detail and strong administrative capabilities
Comprehend equipment specifications, contract terms and conditions and statements of work
Technical aptitude around data center power, cooling, networking, and cloud services
Solid skills utilizing Microsoft Office products, preferably including SharePoint and Microsoft Project
Ability to thrive and be successful in an ever changing work environment
Strong work ethic and a positive approach to the job
Demonstrate proficient sales capabilities to effectively manage customer expansion opportunities and contract renewals.
Data center colocation experience a plus

Benefits

Comp & perks

No specific benefits mentioned

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

account managementcustomer supportproject managementdata center service deliveryITIL service managementdata center powerdata center coolingdata center networkingcloud servicesbilling resolution

Soft Skills

customer advocacycustomer satisfactionrelationship managementmulti-taskingattention to detailadministrative capabilitiessales capabilitiespositive work ethicadaptabilitycommunication