Manager, Customer Success
The Manager, Customer Success, is a critical leadership role responsible for recruiting, coaching, and managing a team of Customer Success Managers (CSMs) dedicated to ensuring the long-term success, satisfaction, and retention of Rubrik's existing customer base.This role requires a strategic, data-driven leader who can instill a culture of proactive, value-based engagement and technical competence. Success will be measured by the collective performance of your team across key KPIs, including Time to Value, Adoption Metrics, and Customer Health Score improvement.
Key ResponsibilitiesTeam Leadership & Performance Management:
- Recruit, onboard, train, and coach a high-performing team of CSMs, focusing on developing skills in driving customer success, Rubrik products and executive communication.
- Conduct regular 1:1 meetings, performance reviews, and quarterly goal setting, holding the team accountable for achieving activation and adoption targets.
- Manage team workload and employee assessments, based on team member capacity and expertise.
Operational Strategy & Process Excellence:
- Define, standardize, and enforce the team's execution of core CSM playbooks across the entire customer lifecycle (Activation, adoption, and retention).
- Collaborate with CS Operations to utilize metrics and data insights to continuously refine team engagement strategies and drive process efficiencies.
Risk Mitigation & Escalation Management:
Act as the escalation point for high-priority customer issues, providing strategic oversight, removing internal roadblocks, and ensuring prompt, satisfactory resolution by the team.
- Oversee the team's execution of proactive retention strategies and collaborate closely with Sales and Renewals leadership to forecast and manage portfolio risk.
Cross-Functional Partnership & Advocacy:
- Serve as the advocate for the team's needs internally, actively partnering with peer managers and leadership across Product Management, Engineering, Technical Support, Renewals and Sales to secure resources and influence alignment.
- Provide regular, consolidated forecasts, updates, and business insights on portfolio performance and customer sentiment to senior leadership.
Experience & Management:
- 10+ years of total experience in Customer Success, Technical Account Management, Technical Support or a related customer-facing role, including 3+ years of direct people management experience leading a CSM or TAM team in a SaaS or enterprise software company.
- Strong technical understanding of data protection, backup and recovery, cloud data management, and cybersecurity concepts, sufficient to coach and challenge the team on technical engagement strategy.
- Exceptional coaching, mentoring, and team development skills.
- Excellent executive-level communication and presentation skills, with the ability to articulate strategy, risk, and team performance clearly to internal and external senior audiences.
- Demonstrated ability to use Salesforce, Customer Success Platforms and business intelligence tools to manage team workflow, forecast results, and make data-driven decisions.
- Prior experience in defining and implementing Customer Success segmentation or scaling models is a plus
- Familiarity with cloud platforms (AWS, Azure, GCP) and experience driving Zero Trust security principles.
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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.
Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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