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Rubrik is seeking a Manager, Customer Success to lead a team of Customer Success Managers (CSMs) in Bengaluru on an EST shift (5:30 PM–2:30 AM IST). This is a critical leadership role focused on ensuring long-term customer success, satisfaction, and retention across Rubrik's enterprise customer base.
You will recruit, onboard, train, and coach a high-performing CSM team, driving performance against key metrics including Time to Value, Adoption Metrics, and Customer Health Score. Core responsibilities include conducting regular 1:1s and performance reviews, managing team workload based on capacity and expertise, and holding the team accountable to activation and adoption targets.
Operationally, you will define and standardize CSM playbooks across the customer lifecycle (activation, adoption, retention), collaborate with CS Operations to refine engagement strategies using data insights, and drive process efficiencies. You will serve as the escalation point for high-priority customer issues, providing strategic oversight and removing internal roadblocks to ensure prompt resolution.
You will partner cross-functionally with Product Management, Engineering, Technical Support, Renewals, and Sales to secure resources and align on customer needs. You'll provide regular consolidated forecasts, portfolio performance updates, and customer sentiment insights to senior leadership.
Required: 10+ years in Customer Success, Technical Account Management, Technical Support, or related customer-facing roles in SaaS/enterprise software, including 3+ years directly managing a CSM or TAM team. Strong technical understanding of data protection, backup/recovery, cloud data management, and cybersecurity is essential to coach the team effectively. Exceptional coaching, mentoring, and executive-level communication skills are critical.
Preferred: Experience with Salesforce, Customer Success Platforms, and BI tools; familiarity with cloud platforms (AWS, Azure, GCP); experience defining CS segmentation or scaling models; knowledge of Zero Trust security principles.
