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Salary: USD 155,500 - 233,300 / annual
Rubrik seeks a Manager of Customer Resilience Management to lead a team of Customer Resilience Managers (CRMs) supporting enterprise accounts. This role owns the post-sales journey for select large clients, ensuring successful onboarding, adoption, growth, and renewal.
Key responsibilities include:
- Lead and develop a team of CRMs, with accountability for hiring, coaching, mentoring, and performance management
- Drive strategy for managed accounts and coordinate cross-functionally to improve processes and efficiencies
- Own the full customer lifecycle: onboarding, adoption, growth, and renewal; ensure proactive health management rather than reactive issue resolution
- Ensure CRMs drive product renewal and prevent churn by engaging customers early
- Monitor product activation and usage targets; hold team accountable for closing adoption gaps
- Review quality of customer-facing deliverables including success plans, RCA documents, and performance reports
- Collaborate with Sales, Engineering, Marketing, and Operations to grow accounts and improve customer satisfaction
- Manage day-to-day operational excellence: account distribution, workload balancing, and process improvements
- Represent Customer Success in product and decision-making forums
- Build high-performing teams through hiring, training, mentoring, and career development
- Own escalation management, engaging directly with customer executives on high-level issues
- Set and monitor KPIs: net/gross revenue retention, CSAT, renewal rate, escalation volume; report portfolio health and trends to leadership
Required: 10+ years in customer success or technical account management at technology companies; 3+ years leading and managing people. Bachelor's degree in computer-related discipline preferred. Strong communication, planning, decision-making, and interpersonal skills essential. Willingness to work across time zones and travel to customer sites as needed.
