Customer Value 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 India is seeking a high-impact Customer Value Manager to drive customer outcomes across its digital solutions portfolio.

This role extends beyond traditional relationship management and focuses on customer adoption, value realization, retention, and revenue expansion across a portfolio of enterprise accounts. Operating at the intersection of customers, delivery, and sales, you will ensure implemented solutions translate into measurable business outcomes and long-term account growth.

Aligned with global Customer Success frameworks while driving India-specific execution, this role carries strong commercial accountability and will play a critical role in scaling Iron Mountain’s digital business in the region.

You will leverage internal technical, delivery, and product teams to drive execution while owning strategic customer engagement and business growth outcomes.

• Manage a portfolio of strategic enterprise accounts with ownership of adoption, retention, and growth outcomes.
• Drive post-implementation value realization to ensure customers achieve intended business objectives.
• Develop and execute account success plans aligned with customer priorities and product capabilities.

• Identify and drive expansion opportunities in partnership with Sales and Client Principals.
• Support renewal discussions and commercial conversations to maximize account growth and retention.
• Contribute to Net Revenue Retention (NRR) and expansion revenue targets across the portfolio.

• Act as the primary post-sales point of contact for customer stakeholders.
• Build strong relationships with both business and technical teams within customer organizations.
• Establish structured governance cadences including QBRs, executive reviews, and strategic check-ins.
• Proactively manage customer expectations, risks, and escalations.

• Partner closely with Professional Services, Solution Architects, Product, and Support teams.
• Ensure alignment between customer expectations, delivered solutions, and adoption outcomes.
• Facilitate smooth collaboration across internal and customer-facing teams.

• Track and manage customer health metrics including adoption, engagement, usage trends, and risk indicators.
• Leverage data-driven insights to proactively identify risks and drive intervention plans.
• Create structured action plans for at-risk accounts to improve retention and satisfaction.

• Act as the voice of the customer internally across Product, Delivery, and Support functions.
• Provide actionable customer feedback to improve offerings, processes, and customer experience.
• Contribute to the evolution of customer success playbooks and best practices for the India business.

• Net Revenue Retention (NRR)
• Expansion Revenue (Upsell / Cross-sell contribution)
• Customer Adoption & Product Usage
• Renewal Rate
• Customer Satisfaction (CSAT / NPS)
• Time-to-Value post go-live

• 7–10 years of experience in Customer Success, Account Management, Consulting, or similar customer-facing enterprise roles.
• Strong understanding of enterprise SaaS, digital platforms, and solution-based selling environments.
• Demonstrated success in driving customer adoption, retention, and expansion within existing accounts.
• Proven ability to engage and influence both business and technical stakeholders, including senior executives.
• Strong communication, presentation, stakeholder management, and problem-solving skills.
• Experience working in cross-functional and global environments.
• Ability to operate independently in fast-paced, high-growth, and evolving business environments.
• Strong analytical mindset with the ability to leverage data and insights to drive decisions.
• Exposure to implementation, delivery, or digital transformation environments is an added advantage.