Regional Lead, 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.

Customer Success Regional Manager, APAC

Iron Mountain is seeking a Customer Success Regional Manager to join our [APAC] Digital Customer Success team. The Customer Success Regional Manager is responsible for leading and managing a team of Customer Success Managers, driving customer satisfaction, retention, and revenue growth within their region. They will develop and implement strategic plans, optimize processes, and build strong relationships with internal and external stakeholders to ensure successful outcomes for customers and the business.

As Customer Success within this region is actively growing, this individual will be expected to manage a small number of customers directly until the customer base within the region supports headcount and team growth.

Responsibilities:

• Manage and Cultivate Customer Relationships: Oversee regional operations and team performance while managing a small book of business, ensuring strong client relationships, strategic account growth, and optimize operational efficiency, all while directly managing key accounts to maintain strong client relationships and firsthand market insight.
• Leadership & People Management: Lead and inspire a team of Customer Success Managers, driving high performance through coaching, mentorship, and development, while fostering a culture of collaboration and excellence. Manage team goals, performance metrics, and ensure alignment with regional and organizational objectives.
• Strategic Thinking & Problem-Solving: Develop and implement regional strategies to drive customer satisfaction, retention, and revenue growth. Identify key challenges and opportunities within your region, and apply strategic problem-solving to continuously improve customer outcomes and optimize business performance.
• Customer Relationship Management: Oversee the management and cultivation of customer relationships across your region. Ensure clear, actionable success plans post-implementation and deliver high-level enablement support to customers’ users and stakeholders to maximize their experience and success with Iron Mountain.
• Business Acumen & Driving Revenue Growth: Take a proactive approach to identifying upsell and cross-sell opportunities within your region, using your business acumen to drive long-term customer value. Ensure successful renewals, implement growth strategies, and collaborate with internal teams to increase overall regional revenue.
• Data Analysis & Reporting: Utilize customer data and performance metrics to assess trends, measure success, and inform strategic decisions. Oversee regular customer engagement sessions, such as quarterly business reviews, to assess product performance, share best practices, and identify new revenue growth opportunities.
• Operational & Process Optimization: Lead efforts to streamline and optimize customer success processes within your region, focusing on efficiency and scalability.
• Team Collaboration & Cross-functional Engagement: Collaborate with sales, support, product, and other internal teams to deliver a seamless and cohesive customer journey across the region. Foster cross-functional partnerships to ensure a unified approach to customer success and drive regional business outcomes.

Required Qualifications:

• Proficiency in English in both written and verbal communication required
• Fluent in Malay, Tamil, English, Singaporean Mandarin a plus
• Strong customer relationship management experience, with the ability to manage large, complex accounts and build long-term partnerships.
• 7-10 years of experience
• A deep understanding of customer success practices and the ability to implement strategies that drive customer satisfaction and loyalty.
• Proven leadership experience, with a strong ability to manage and inspire a team to exceed customer success goals.
• Demonstrated strategic thinking and problem-solving skills, with a track record of driving measurable business outcomes.
• Solid Customer Success business acumen, with a focus on driving revenue growth through renewals, upsell, and cross-sell opportunities.
• Expertise in customer data analysis and reporting, using insights to inform decisions and optimize customer success strategies.
• Excellent communication and stakeholder management skills, with the ability to engage and influence senior leadership.
• Experience in Customer Success operational and process optimization to ensure efficiency and scalability across a region.
• Bachelor's degree or equivalent experience in a relevant field; additional leadership or management training is a plus.

Travel Requirements:

< 5 % travel

Iron Mountain is an equal opportunity employer, and does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, marital status, age, sexual orientation, disability, veteran status or other legally protected classifications under applicable federal, state, or local laws in making employment decisions.

Category: Sales