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Rubrik is seeking a Manager of Customer Experience to lead a team of Customer Experience Managers (CEMs) responsible for the end-to-end lifecycle of enterprise accounts, including onboarding, adoption, renewal, and expansion.
As a people manager, you will hire, coach, and develop a team of individual-contributor CEMs, establish account management strategy, and serve as an escalation point for customers and cross-functional leadership. You'll be accountable for the health, growth, and satisfaction of your team's accounts throughout their journey with Rubrik.
Key responsibilities include:
Leading and developing the team through hiring, onboarding, coaching, and performance management. You'll set clear goals and KPIs, conduct regular 1:1s and performance reviews, and build a high-performing, engaged team through mentoring and career development.
Owning the end-to-end customer lifecycle by driving strategy for managed accounts across post-sales journeys. You'll ensure the team delivers proactive insights, performance benchmarking, and recommendations to help customers achieve tactical and strategic goals. You'll partner with Sales to grow existing accounts and ensure quality service delivery, while tracking critical issues and trends.
Driving operational excellence by managing day-to-day business operations and analyzing metrics to improve quality, consistency, and efficiency. You'll drive process and tooling improvements that strengthen the customer journey and represent the Customer Experience function in cross-functional decision-making forums.
Collaborating across Rubrik with Sales, Marketing, Operations, Engineering, QA, and IT to improve customer satisfaction and contribute to broader organizational strategy.
Required qualifications include a bachelor's degree in a computer-related discipline (preferred) and 10+ years of experience in customer experience, customer success, or account management at a technology company. You'll need excellent written and verbal communication skills, strong planning and decision-making abilities, and comfort working across time zones. The role operates on a 5:30 PM – 2:30 AM IST shift, aligned to US business hours.
