Manager, Customer Resilience Management - Customer Success

Overview

Lead a team of Customer Resilience Managers who act as the point of contact between Rubrik and a select group of Enterprise Accounts, managing each customer's post-sales journey and helping them achieve their business goals.

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, including onboarding, adoption, growth, and renewal, ensuring CRMs proactively manage 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, initiating conference calls, and driving issues to closure with timely stakeholder updates.
• Set goals and KPIs for the team, such as net/gross revenue retention, CSAT, renewal rate, and escalation volume, and review individual and team performance on an ongoing basis.

What you'll need

• 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.
• Excellent leadership, interpersonal, and communication skills, both written and verbal.
• 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.

Nice to have

• Bachelor's degree in a computer-related discipline.

Details

• Location: US Remote.
• 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.
• US base salary range: $155,500 to $233,300 USD, plus bonus potential, equity and benefits.