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.
Responsibilities
- 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 corrective action and limit customer exposure.
- Collect and analyze metrics to guide decisions, and report portfolio health, renewal risk, and escalation trends to senior leadership.
- Own escalation management for the team, including engaging directly with customer executives on escalations that rise above the CRM level; initiate conference calls and drive issues to closure with timely stakeholder updates.
- Set goals and KPIs for the team — e.g., net/gross revenue retention, CSAT, renewal rate, and escalation volume — and review individual and team performance on an ongoing basis.
Education & Experience
- Bachelor's degree in a computer-related discipline preferred.
- 10+ years of experience in customer success and/or technical account management in a technology company.
- 3+ years leading and managing people, and building high-performing teams.
Skills
- Excellent written and verbal communication skills.
- Strong planning, decision-making, staffing, and process-improvement skills.
- Excellent interpersonal and teamwork skills; proven ability to build working relationships at all levels of management.
- High standard for quality in process deliverables.
- Self-driven, proactive, hardworking team player.
- Proven track record of strategic problem-solving and planning.
- Willing to work across time zones and outside standard business hours when escalations require it.
- Able to travel to customer sites and internal offsites as needed.
The minimum and maximum base salaries for this role are posted below; additionally, the role is eligible for bonus potential, equity and benefits. The range displayed reflects the minimum and maximum target for new hire salaries for the role based on U.S. location. Within the range, the salary offered will be determined by work location and additional factors, including job-related skills, experience, and relevant education or training.US Pay Range$155,500—$233,300 USD
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Inclusion @ Rubrik
At Rubrik, we are dedicated to fostering a culture where people from all backgrounds are valued, feel they belong, and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the world’s data.
Our goal is to hire and promote the best talent, regardless of background. We continually review our hiring practices to ensure fairness and strive to create an environment where every employee has 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:
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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.
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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.
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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.
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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, or protected veteran status and will not be discriminated against on the basis of disability.
Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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