Head of Global Digital Solutions Customer Success

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.

Head of Global Digital Solutions Customer Success

We are seeking an experienced and dynamic Senior Director of Customer Success to lead and scale a high-impact customer success organization. This is a high-visibility role to help enable Iron Mountain to globally expand our DXP software solutions and Technology Enabled Services. The ideal candidate has a proven track record of building and growing world-class customer success teams within high growth AI and SaaS companies. This role will be responsible for developing a strategic vision for customer success, designing a scalable operating system to drive engagement and retention, fostering cross-functional collaboration to maximize customer value, and turning customers into enthusiastic advocates of our software solutions and services.

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Responsibilities: 

• Leadership & Team Building: Build, scale and lead a high-performing customer success team. Develop future leaders, foster a culture of excellence, and provide strategic direction to elevate an already strong team

• Customer Success Strategy: Design and execute a best-in-class customer success strategy that drives customer engagement, retention, and expansion while aligning with the company's rapid growth and objectives

• Global Leadership: Lead and manage the global Customer Success team, ensuring alignment across regions and fostering a high-performance culture that prioritizes customer outcomes

• Customer Value Achievement: Deploy strategies across the global Customer Success team that focus on customer value identification and accelerated value realization, ensuring all customers are achieving success with the DXP platform

• Revenue Optimization: Identify and capitalize on upselling and cross-selling opportunities, working in partnership with the Sales team to maximize customer lifetime value and drive revenue growth

• Data-Driven Insight and Operational Excellence: Establish a scalable, data-driven operating system for managing customer success, ensuring seamless onboarding, proactive engagement, risk mitigation, and upsell/cross sell/renewal strategies, to maximize customer engagement and growth

• Cross-Functional Collaboration: Partner closely with sales, product, implementations, and marketing to create a seamless customer experience, advocating for customer needs and translating insights into product innovation and business growth

• Performance & Metrics: Define, track, and optimize key customer success metrics, including Net Promoter Score (NPS), adoption, retention, expansion revenue, and customer health metrics, providing data-driven insights to the executive team

Required Qualifications:

• 10+ years of experience in customer success, account management, or related functions within a B2B SaaS or technology company with at least 7 years in a senior leadership role

• Proven leadership in scaling global customer success teams in high-growth environments, with deep experience building and optimizing customer success playbooks, operating frameworks, and automation tools to scale a rapidly expanding organization

• Demonstrated ability to build and manage CXO-level relationships within large enterprise organizations while also driving engagement at the frontline user level

• Strong leadership skills with a history of mentoring and developing senior-level customer success leaders

• Experience designing and implementing scalable processes and customer engagement strategies

• Strong commercial orientation with a proven track record of driving multi-product cross-sell and expansion strategies, maximizing customer lifetime value and revenue growth

• Strong understanding of Enterprise Content Management, Intelligent Document processes, AI and Data Governance applications of  and the ability to articulate technical concepts to non-technical stakeholders

• Excellent communication and interpersonal skills, with the ability to engage effectively with customers and internal executives

• Data-driven mindset with experience using customer success metrics to drive decision-making

• Ability to thrive in a cross-functional environment while managing multiple responsibilities and priorities

Travel Requirements:

< 25 % travel

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