Jade Smith
Manager of Customer Success @Iron Mountain
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WORK HISTORY
Manager of Customer Success @Iron Mountain
Oxfordshire, GB
Lead the strategic direction, performance, and development of the Inside Sales Customer Success team, ensuring alignment with commercial and regional objectives.Recruit, coach, and mentor team members to build capability, drive accountability, and enhance overall team performance.Act as the primary representative of the team across the commercial region, strengthening collaboration with senior stakeholders and cross‑functional partners.Define, monitor, and report on performance metrics and quarterly GAOs to support forecasting, planning, and commercial decision‑making.Develop and implement customer retention and growth strategies that improve customer satisfaction and long‑term value.Champion continuous improvement by identifying process gaps, leading enhancement initiatives, and embedding best practices.Designed and implemented a retention and attrition reporting model adopted globally, improving visibility of customer health and supporting P&L management for UK & Ireland.
EDUCATION
Saylor Foundation
Introduction to risk Management Online Course
Alison.com
Diploma in Business Process Management, Information Technology Project Management
The Open University
Diploma of Higher Education - Open, Sciences
Alison.com
Diploma, Project Management
Alison.Com
Diploma In Web Design, Web Page, Digital/Multimedia and Information Resources Design
Alison.com
Diploma in Operations Management
QA
SharePoint 2010 End User Advanced
SKILLS
ABOUT JADE SMITH
I’m a Customer Success Leader with more than 17 years of experience helping global organisations strengthen customer relationships, improve retention, and deliver measurable commercial outcomes. My career at Iron Mountain has taken me through customer success, account management, operations, and leadership roles — giving me a deep, end‑to‑end understanding of the customer lifecycle and the levers that drive long‑term value.I specialise in leading high‑performing teams, shaping customer success strategy, and using data to influence decision‑making at a senior level. I’m known for building strong cross‑functional partnerships, championing the voice of the customer, and creating processes that make customer journeys smoother, more consistent, and more scalable. One of my key achievements includes developing a retention and attrition reporting model that was adopted globally to support forecasting and commercial planning.My leadership style is collaborative, people‑focused, and grounded in continuous improvement. I’m passionate about developing others, elevating customer experience, and ensuring teams have the clarity, tools, and support they need to succeed. Alongside my professional work, I’m committed to lifelong learning through my Open University studies and contribute to mental health advocacy as a trained Mental Health First Aider.I’m always open to connecting with professionals who share an interest in customer success, data‑driven strategy, leadership development, or building customer‑centric cultures.
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