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Rubrik is seeking a Customer Resilience Manager (CRM) to serve as the primary point of contact for select Enterprise Accounts, managing the post-sales customer journey and driving exceptional outcomes. This role is critical within the Customer Success organization and functions as an extension of the Sales Account Team.
Key responsibilities include acquiring comprehensive knowledge of account backgrounds, key stakeholders, goals, and expectations; ensuring prompt and effective communications to maintain customer satisfaction; and collaboratively developing and executing success plans aligned with customer objectives. You will own the customer's entire journey with Rubrik, including onboarding, the initial 90-day experience, and strategies to drive adoption and growth.
The role requires proactive account management, including monitoring customer environments to identify and prevent issues, providing performance insights and benchmarking, and ensuring accounts remain in good standing. You will manage escalations and case management, coordinate cross-functional teams (Sales, Marketing, Operations, Engineering, QA, IT), and drive continuous improvement initiatives to prevent future escalations. Root Cause Analysis documentation and lessons-learned processes are core responsibilities.
Required qualifications include a minimum of 8 years of experience in customer experience and/or account management roles within technology-based companies. A Bachelor's degree in a computer-related discipline is preferred. Success requires exceptional leadership, interpersonal, and communication skills; demonstrated expertise in escalation management and enterprise-level account management; ability to coordinate and lead resources; strong customer-centricity; and cross-functional collaboration capabilities. You must be self-driven, proactive, and capable of communicating effectively with executive-level stakeholders, internal teams, and external partners. Willingness to travel to customer sites and work outside standard business hours as needed.
