Iron Mountain – Customer Success Manager, Copenhagen – Denmark

April 28, 2023
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Job Description

Iron Mountain – Customer Success Manager

At Iron Mountain, we protect what our customers value most, from the every day to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environment. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU.

The Customer Success Manager (CSM) role is a key member of the Commercial team, supporting all service lines. Taking directions from Account Directors and Strategic Account Managers this role is responsible, working as part of a team, for the delivery of quality services, creating loyalty, and retaining customers while helping to create revenue growth, either directly or indirectly in collaboration with their commercial colleagues.

What you will do

  • Build and maintain customer relationships to understand the organizational business objectives and goals. Partner with key customer decision maker(s) to aid the development of structure partnership (s) strategy as it relates to customer requirements (new sales opportunities, service level expectations, training of IM solutions, QBR/FBR structure/timetable,).
  • Assess assigned customers’ current and potential needs, determining appropriate Iron Mountain products and solutions.
  • Play a key part in the preparation of business plans by understanding the client’s business model, planning, and decision-making channels. Understanding the customer’s value proposition and their ability to explain how they differentiate themselves in the marketplace. Assists in the positioning of alternative ways of creating the real value of IRM’s total solution offerings for clients through their relationship and customer support
  • Provide administration support in all account selling activities working with their commercial colleagues to provide detailed responses to RFPs, tracking activity in Salesforce, conducting competitive research, and knowledge of IRM product offerings.
  • The Customer Success Manager (CSM) partners with the team and the customer on renewals and works through any RFP process by helping to identify gaps in the current contract in place and understanding customer needs in order to successfully renew the contract.
  • Execute customer needs and service analysis, make recommendations on the appropriate pricing structure and contract requirements, communicate pricing programs, and contribute to RFP responses. Identify, through relationships and reporting, accounts that are at risk of terminating and implement a plan to retain those accounts.
  • Be the central point for escalated service and billing issues to ensure all appropriate actions by other parties are being taken to resolve the issue
  • Save accounts at risk and define possible solutions to customer issues that to lead to retention
  • Maintain working partnerships with immediate team and Commercial Sector teams

What you will bring

  • Bachelor’s Degree or equivalent experience
  • Minimum 5 years experience in a similar role, preferably within a complex business environment
  • Ability to speak English and Danish fluently
  • Strong customer service & engagement experience ( for mid-sized companies)
  • Strong phone presence and comfortable initiating conversations
  • Self-starter and proactive problem solver
  • Ability to work in a dynamic fast-paced environment
  • Team Player
  • Travel – approx. 20-30 %

What we offer

  • Basic salary + bonus
  • Remote job opportunity
  • Local benefits scheme
  • A defined and achievable career path
  • Be part of an ever-evolving global organization focused on transformation and innovation.
  • A support system where you have a safe place to voice your opinion, share feedback, and be your true authentic self.
  • Global connectivity to learn from 26,000+ teammates across 52 countries.
  • Be part of a winning team who embraces diversity, inclusion, and our differences.


Category: Sales

Iron Mountain Incorporated, founded in 1951, is the global leader in storage and information management services. Trusted by more than 225,000 organizations around the world in approximately 50 countries, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts.

Providing solutions that include information management, digital transformation, secure storage, secure destruction, as well as data centers, cloud services, and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a digital way of working.

Our Cores Values and Code of Ethics are our north star. They provide a solid base for how we do business and behave every day, so each one of us can experience exceptional.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to [email protected] . See the Supplement to learn more about Equal Employment Opportunities.

Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

To view the Equal Employment Opportunity Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE

Requisition: J0056420