Senior Customer Value Manager, Migrations
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. 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.
About the role
Iron Mountain is seeking a strategic and change-management-focused Senior Digital Customer Value Manager to join our Digital Customer Value team. In this role, you will be responsible for guiding high-touch legacy customers through complex migrations to our digital SaaS platform. Functioning as a strategic quarterback during the migration lifecycle, you will minimize transition friction, protect recurring revenue, overcome user change resistance, and drive immediate platform adoption before transitioning the portfolio into our steady-state Customer Value organization.
Responsibilities
- Lead Transformation Strategy: Serve as the trusted point of contact during migrations, developing customized Value plans that map legacy workflows to SaaS capabilities while protecting long-term contract conversions.
- Accelerate Adoption & Monitor Health: Execute data-driven enablement strategies to drive user adoption, track migration milestone metrics, and lead transition reviews to resolve operational challenges.
- Triage Technical Friction: Partner with Migration Engineering and Product teams to resolve migration issues like data mapping anomalies and ingestion delays.
- Orchestrate Cross-Functional Handoffs: Maintain detailed account health records and execute clean handovers to the standard Customer Value team once steady-state operations are achieved.
Requirements
- 5–7 years in Customer Success with extensive experience guiding Enterprise and Mid-Market clients through complex digital transformations or legacy-to-SaS migrations.
- Deep knowledge of SaaS, cloud storage, information governance, electronic content management, and document capture technologies.
- Proven track record delivering software onboarding to Fortune 500 clients in highly regulated industries (e.g., Financial Services, Energy, Legal, Life Sciences, Media, Public Sector).
- A Bachelor’s degree or higher from an accredited institution.
- Proficiency with Customer Value Platforms (CSP).
- Ability to fulfill travel requirements of under 5%.
Benefits
- Competitive compensation and benefits packages aligned with your experience level.
- Paid time off, holiday schedules, and flexible work arrangements to support personal well-being.
- Comprehensive health, wellness, and retirement plans.
- Opportunities for continuous learning and career advancement within Iron Mountain.
Pay
Reasonably expected salary range: $93,400.00 - $124,500.00 + commissions.
Schedule
Travel Requirements: < 5% travel