Customer Success Manager, Entertainment Services

Iron Mountain•Los Angeles, CA

5d•$93,400 - $124,500•Onsite

About The Position

Iron Mountain is seeking an influential Customer Success Manager to join our Entertainment Services team. In this on-site role, you will have the opportunity to serve as a strategic partner to high-value enterprise accounts, driving client loyalty, retention, and revenue expansion. Here, your ability to build meaningful relationships will connect customer business objectives with our comprehensive information management solutions, turning low-share accounts into thriving partnerships. You will play a vital role in elevating customer satisfaction while safeguarding key accounts in a supportive, growth-focused environment.

Requirements

3+ years of experience in customer success, strategic account management, or consultative sales support.
Strong knowledge of information management solution workflows, systems, and enterprise contract renewal processes.
Proven ability to conduct contract negotiations, manage SLAs, and resolve complex client escalations with senior decision-makers.
4-year college degree required.
Ability to commute to this location, role is on-site.

Responsibilities

Cultivate long-term partnerships with key decision-makers, guiding business reviews and proactive communications to align our solutions with client goals.
Evaluate client requirements to identify new value streams, positioning alternative offerings to reactivate and expand low share-of-wallet accounts.
Partner with Account Executives on contract renewals and RFP processes, negotiating pricing and SLAs to protect and retain strategic accounts.
Utilize Salesforce and internal analytical tools to help develop account plans, Statements of Work (SOWs), and competitive proposal quotes.
Investigate service and billing challenges alongside cross-functional operations teams to quickly resolve issues for at-risk accounts.