Manager, Customer Resilience Management - Customer Success

The posting, as Rubrik wrote it

Mode of working: Hybrid, in office

About the role

The Manager of the Customer Resilience team will drive all aspects of the post-sales journey for a select group of Enterprise Accounts at Rubrik. The successful candidate will lead a team of Customer Resilience Managers (CRMs) who act as the point of contact between Rubrik and our select clients, managing their journey with Rubrik and coordinating to achieve their business goals.

To succeed as a Manager of the Customer Resilience team, you must have excellent leadership, interpersonal, and communication skills and be professional at all times. You will be responsible for hiring, coaching, mentoring, and day-to-day managing the individual contributors on your team, as well as mediating with customers. As a key member of the Customer Success leadership team, you will be responsible for delighting our customers and helping them achieve their tactical and strategic business objectives.

What you'll do

• Provide effective leadership, direction, and development to a team of CRMs assigned to manage a select group of large accounts.
• Drive the strategy for managed accounts and coordinate cross-functionally, with a key focus on improving processes and efficiencies across the organization.
• Own team accountability for the full customer lifecycle — onboarding, adoption, growth, and renewal — ensuring CRMs are proactively managing customer health rather than only reacting to issues.
• Ensure CRMs drive the renewal of all purchased products and services across their accounts, engaging early to secure renewal and prevent churn.
• Ensure product activation and usage targets are being met for all accounts, holding CRMs accountable for closing adoption gaps.
• Review and ensure the quality of the team's customer-facing deliverables, including success plans, performance benchmarking, Root Cause Analysis (RCA) documents, and POC/account awareness reporting to SEs and Account Directors.
• Collaborate with Sales and develop strategies to grow existing accounts and ensure quality, efficient delivery of Rubrik services.
• Manage the day-to-day operational excellence of the team, including distributing accounts and balancing workload across CRMs.
• Drive process improvements, tools, and product enhancements that improve the customer journey.
• Collaborate with Sales, Marketing, Operations, Engineering, QA, and IT to improve overall customer satisfaction.
• Represent the Customer Success function as necessary on product teams and in other Rubrik decision-making forums.
• Build a high-performing CRM team through hiring, training, mentoring, coaching, and ongoing development — including career pathing and growth planning for each direct report.
• Own performance management for the team: goal-setting, ongoing feedback, calibration, and formal performance plans when needed.
• Closely monitor top support issues and trends with new products and releases; take co

[…]
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.

EEO IS THE LAW

NOTIFICATION OF EMPLOYEE RIGHTS UNDER FEDERAL LABOR LAWS