Customer Success Manager - Growth and Retention

The posting, as Rubrik wrote it

About the role

The Customer Success Manager - Growth and Retention is responsible for reducing churn, improving customer health, and protecting recurring revenue through early risk detection, cross‑functional mitigation, and scalable retention programs. The role partners closely with Renewals, Customer Success, Customer Engagement, Competitive Intelligence, and Pricing & Packaging to orchestrate coordinated customer‑save strategies.

This role also provides renewal objection handling expertise , enabling teams to navigate downsells, downgrades, competitive threats, pricing pushback, TCO/ROI concerns, and budget constraints. The ideal candidate excels at influencing cross‑functional teams, handling commercial risk, and translating customer insights into save actions.

What you’ll do

• Churn Risk Identification & Health Intelligence
• Maintain a standardized customer risk scoring framework leveraging health signals, product usage, support patterns, sentiment, and competitive exposure.
• Identify early risk indicators (e.g., discount cliffs, adoption gaps, under-deployed licenses, sponsor turnover).
• Partner with Renewal Ops, Data team to automate risk workflows in Salesforce
• Collaborate with Competitive Intelligence to map competitive displacement trends and update counter strategies.
• Cross‑Functional Risk Orchestration (Renewals, CS, CI, Pricing)
• Lead weekly renewal risk reviews/war rooms with Renewals, CSMs/CEMs, and Sales to align on mitigation actions.
• Build account-level mitigation plans that include adoption interventions, executive alignment, value reinforcement, and commercial flexibility.
• Partner with Pricing & Packaging and Deal Desk to design controlled commercial offers (e.g., term/ramp, New Product Introductions, New SKU Impact, Product Bundling etc).
• Escalate systemic product, billing, or support issues and track resolution.
• Renewal Objection Handling
• Serve as the subject‑matter expert for Renewals by providing guidance, playbooks, and strategic support to overcome critical renewal objections.
• Diagnose downsell and downgrade risks , recommend right‑sizing strategies, and deliver value‑based narratives to reinforce ROI and prevent unnecessary revenue loss.
• Partner with Competitive Intelligence to address competitive pricing challenges, coach teams on TCO and switching‑cost comparisons, and collaborate with Pricing on controlled incentive structures.
• Provide Renewals reps with ROI models, justification materials, payment‑flexibility options, pricing guardrails, and negotiation strategies to resolve budget and pricing objections while protecting retention revenue.
• Preemptive Retention Programs
• Launch and manage proactive churn-prevention programs , such as:
• Early renewal health checks
• Competitive threat campaigns
• Discount cliff mitigation
• Develop and maintain risk playbooks for teams to execute consistently.
• Partner with Enablement to deliver training on objection handl

[…]
equal access to opportunities for growth and excellence. We believe in empowering everyone to bring their authentic selves to work and achieve their fullest potential.

Our inclusion strategy focuses on three core areas of our business and culture:

Our Company: We are committed to building a merit-based organization that offers equal access to growth and success for all employees globally. Your potential is limitless here.

Our Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging, can thrive, and do their best work. Your contributions help us innovate and break boundaries.

Our Communities: We are dedicated to expanding our engagement with the communities we operate in, creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond Rubrik, contributing to safer and stronger communities.

Equal Opportunity Employer/Veterans/Disabled

Rubrik is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, protected veteran status, or any other status protected by applicable law. Rubrik provides equal employment opportunities to employees and applicants in all terms and conditions of employment, including recruiting, hiring, promotion, compensation, training, leave, and termination.

Rubrik provides reasonable accommodations to qualified applicants and employees with disabilities in accordance with applicable law. If you need an accommodation to participate in the application process or to perform your job, please contact hr@rubrik.com . Accommodations may include changes to the application process, documents in an alternate format, a sign language interpreter, or specialized equipment.

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