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.

• Totango Management: Develop tailored playbooks for specific customer segments, regions, or industries to address unique challenges and drive consistent outcomes.

• Provide internal training and enablement resources (e.g. guides, SOPs) to ensure the Customer Success team fully understands and utilizes playbooks to deliver exceptional customer experiences.

• Totango Management: Act as the central point of accountability for maintaining and distributing playbooks, ensuring accessibility and adoption across the organization

• Totango Management: Collaborate with IT and other departments to ensure CS systems meet the evolving needs of the team.

• Totango Management: Build and maintain dashboards to track key metrics such as customer health, retention, and revenue growth to support Data Analysis & Reporting. Analyze customer data to uncover insights that inform decision-making and strategy

• Totango Management: Responsible for accuracy of weekly, bi weekly and monthly dashboard reporting including: Executive Dashboard, At-Risk Customer review, Renewal Reporting and Decommission execution reporting

• Totango Management:Design and document workflows for onboarding, renewals, churn reduction, offboarding, cross-sell and upsell opportunities for process improvement.

• Standardize and optimize processes by regularly evaluating existing processes to identify inefficiencies, bottlenecks, and inconsistencies across the team.

• Partner with Customer Success Managers, Sales, Product, Marketing, Support, and Enablement teams to ensure alignment and collaboration.

• Support the creation of training materials and enablement resources to empower the Customer Success team and streamline onboarding processes.

• Act as a liaison between the Customer Success team and other departments to address operational needs and challenges.

• Develop and implement a structured "Office Hours" system to support  CSMs and ensure consistency across the DCS team.

• Strong focus on strategic thinking, with a proven track record of identifying trends, driving innovation, and implementing scalable solutions.

Required Qualifications:

• 5 - 7+ years of experience in Customer Success, Sales Operations, or a related field.

• Strong prior experience within Totango

• Customer success experience, with a focus on Enterprise and Mid-Market companies in complex services based organizations.

• Strong understanding of Customer Success best practices, including customer lifecycle management and health scoring.

• Ability to prepare reports and visuals to support data presentation for Senior Leadership

• Proven experience in an account management role, strong project management skills, and a strategic thinking and problem-solving mindset

• Ability to communicate professionally to senior-level roles, both internal and external

• Strong problem-solving skills with a process-driven mindset.

• Excellent communication and interpersonal skills, with the ability to collaborate across teams

• Strategic and Forward-Thinking individual who is a self-starter with the ability to work independently and manage multiple priorities in a fast-paced environment

• Ability to think several steps ahead, aligning customer success strategies with long-term business objectives and growth goals.

• Willingness to experiment, test new ideas, and pivot quickly based on feedback and data-driven insights

• Minimum 4-year college degree or equivalent experience

Li-Remote

Reasonably expected salary range: $91,100.00 - $121,400.00

Category: Sales