Customer Success Manager - I Location: BengaluruTimings: EST 5:30 pm to 2:30 am ISTJob Summary
The Customer Success Manager (CSM) is the primary strategic partner responsible for guiding Rubrik’s customers through the entire post-sale journey, ensuring maximum value realization, deep product adoption, and long-term retention. You will serve as the customer's trusted advisor and primary advocate, focused on turning successful initial deployment into a strategic partnership. This role requires a proactive, technical, and data-driven approach to customer engagement, with success measured by key performance indicators such as Product Activation & Adoption, Customer Health Scores, and ultimately, Retention
Key Responsibilities- Onboarding & Technical Adoption:
- Own the customer lifecycle post-sale, ensuring a seamless transition from Sales/Implementation to ongoing Customer Success.
- Drive broad and deep adoption of Rubrik solutions by proactively managing product activation hurdles and delivering targeted guidance on advanced feature usage.
- Conduct technical health assessments and usage analysis to discover and mitigate any technical risks or deployment blockers in the account.
- Value Realization & Strategic Partnership:
- Drive Activation & Adoption of Rubrik products with a focus on achieving rapid & strong value realization
- Strengthen overall customer sentiment and loyalty by regularly communicating achieved value and best practices.
- Document interactions, risks, and strategic actions systematically within the CRM (Salesforce).
- Risk Management & Retention:
- Proactively monitor customer health indicators and identify potential churn signals early, building customer risk profiles and executing targeted retention strategies.
- Collaborate closely with Renewals and Account teams to reduce and mitigate churn risk, ensuring a positive renewal outcome.
- Cross-Functional Advocacy & Technical Escalations:
- Represent customer needs and challenges internally, actively partnering across Sales, Renewals, Product Management, Technical Support, and Engineering to ensure effective issue resolution and continuous improvement of the customer experience.
- Serve as the internal escalation point for complex product or technical challenges, coordinating prompt implementation of mitigation strategies across internal teams.
- Utilize metrics and data insights to continuously refine customer-engagement strategies and provide regular updates and forecasts to leadership.
- Experience & Technical Acumen:
- 6+ years of experience in Customer Success, Technical Account Management (TAM), or Technical Support Engineer within a SaaS or enterprise software company.
- Strong technical understanding of data protection, backup and recovery, cloud data management, and cybersecurity concepts. Familiarity with Rubrik’s product offerings is a significant advantage.
- Demonstrated ability to engage in technical discussions related to deployment, architecture, and troubleshooting with a customer’s IT/Engineering teams.
- Communication & Collaboration:
- Excellent communication, interpersonal, and presentation skills, with the ability to articulate complex technical concepts to both technical and non-technical audiences.
- Demonstrated ability to effectively collaborate with internal cross-functional teams, including Sales (AEs, SEs), Product, Engineering, Support, and Renewals.
- Strong analytical and problem-solving skills, with the ability to identify usage trends, mitigate risks, and develop effective solutions for customer activation and adoption challenges.
- Proactive, customer-centric mindset with a passion for driving customer advocacy.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
- Familiarity with cloud platforms (AWS, Azure, GCP) and SaaS application data protection.
- Understanding of Zero Trust security principles and data resilience frameworks.
- Experience in creating Customer Success Plans & conducting QBRs is a plus
#LI-AS2
Rubrik (RBRK), the Security and AI company, operates at the intersection of data protection, cyber resilience and enterprise AI acceleration. The Rubrik Security Cloud platform is designed to deliver robust cyber resilience and recovery including identity resilience to ensure continuous business operations, all on top of secure metadata and data lake. Rubrik’s offerings also include Predibase to help further secure and deploy GenAI while delivering exceptional accuracy and efficiency for agentic applications.
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Inclusion @ RubrikAt Rubrik, we are dedicated to fostering a culture where people from all backgrounds are valued, feel they belong, and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the world’s data.
Our goal is to hire and promote the best talent, regardless of background. We continually review our hiring practices to ensure fairness and strive to create an environment where every employee has equal access to opportunities for growth and excellence. We believe in empowering everyone to bring their authentic selves to work and achieve their fullest potential.
Our inclusion strategy focuses on three core areas of our business and culture:Our Company: We are committed to building a merit-based organization that offers equal access to growth and success for all employees globally. Your potential is limitless here.
Our Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging, can thrive, and do their best work. Your contributions help us innovate and break boundaries.
Our Communities: We are dedicated to expanding our engagement with the communities we operate in, creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond Rubrik, contributing to safer and stronger communities.
Rubrik is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.
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