Customer Success Regional 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 story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.

Position Overview

Iron Mountain is seeking a Customer Success Regional Manager to join our [Latin American] Digital Customer Success team. The Customer Success Regional Manager is responsible for leading and managing a team of Customer Success Managers, driving customer satisfaction, retention, and revenue growth within their region. They will develop and implement strategic plans, optimize processes, and build strong relationships with internal and external stakeholders to ensure successful outcomes for customers and the business.

As Customer Success within this region is actively growing, this individual will be expected to manage a small number of customers directly until the customer base within the region supports headcount and team growth.

Responsibilities:

• Manage and Cultivate Customer Relationships: Oversee regional operations and team performance while managing a small book of business, ensuring strong client relationships, strategic account growth, and optimize operational efficiency.
• Leadership & People Management: Lead and inspire a team of Customer Success Managers, driving high performance through coaching, mentorship, and development.
• Strategic Thinking & Problem-Solving: Develop and implement regional strategies to drive customer satisfaction, retention, and revenue growth.
• Customer Relationship Management: Oversee the management and cultivation of customer relationships across your region.
• Business Acumen & Driving Revenue Growth: Identify upsell and cross-sell opportunities within your region.
• Data Analysis & Reporting: Utilize customer data and performance metrics to assess trends, measure success, and inform strategic decisions.
• Operational & Process Optimization: Lead efforts to streamline and optimize customer success processes within your region.
• Team Collaboration & Cross-functional Engagement: Collaborate with sales, support, product, and other internal teams to deliver a seamless customer journey.

Required Qualifications:

• Strong customer relationship management experience.
• A deep understanding of customer success practices.
• Proven leadership experience.
• Demonstrated strategic thinking and problem-solving skills.
• Solid Customer Success business acumen.
• Expertise in customer data analysis and reporting.
• Excellent communication and stakeholder management skills.
• Experience in Customer Success operational and process optimization.
• Bachelor's degree or equivalent experience in a relevant field.
• Proficiency in Portuguese and English; fluent in Spanish is required.

Travel Requirements:

< 5 % travel

Iron Mountain 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.

Category: Sales

Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com.

Requisition: J0086406