Customer Success Manager, Entertainment Services

Customer Success ManagerIron 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.What You'll DoIn this role, you will:Drive strategic relationship management: Cultivate long-term partnerships with key decision-makers, guiding business reviews and proactive communications to align our solutions with client goals.Uncover account growth opportunities: Evaluate client requirements to identify new value streams, positioning alternative offerings to reactivate and expand low share-of-wallet accounts.Manage renewals & contract negotiations: Partner with Account Executives on contract renewals and RFP processes, negotiating pricing and SLAs to protect and retain strategic accounts.Enable sales operations & proposals: Utilize Salesforce and internal analytical tools to help develop account plans, Statements of Work (SOWs), and competitive proposal quotes.Resolve client escalations: Investigate service and billing challenges alongside cross-functional operations teams to quickly resolve issues for at-risk accounts.What You'll BringThe ideal candidate will have: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.What We OfferCompetitive compensation and benefits aligned with experience.Flexible work options/alternative work options to support work–life balance.Comprehensive health, wellness, and retirement plans.Opportunities for continuous learning and professional growth.