Senior Customer Value Manager, Migrations
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.
Skills & Qualifications
- Core Experience: 5–7 years in Customer Success with extensive experience guiding Enterprise and Mid-Market clients through complex digital transformations or legacy-to-SaaS migrations.
- Technical Translation Skills: Deep knowledge of SaaS, cloud storage, information governance, electronic content management, and document capture technologies.
- Vertical Expertise: 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).
- Requirements & Travel: A Bachelor’s degree or higher from an accredited institution, proficiency with Customer Value Platforms (CSP), and the ability to fulfill travel requirements of under 5%.
Benefits
- Compensation: Competitive compensation and benefits packages aligned with your experience level.
- Work-Life Balance: Paid time off, holiday schedules, and flexible work arrangements to support personal well-being.
- Health & Well-being: Comprehensive health, wellness, and retirement plans.
- Growth: Opportunities for continuous learning and career advancement within Iron Mountain.
Reasonably expected salary range: $93,400.00 - $124,500.00 + commissions. Where State, Municipal, Provincial, Territorial or other legal minimum wages exceed the federal minimum wage, employees are entitled to the higher rate.