Customer Resilience Manager – Customer Success
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Job Description
Customer Resilience Manager owning enterprise post-sales journeys for Rubrik, a cyber resilience and AI operations company. Driving adoption, renewals, escalations, and customer outcomes across Rubrik’s cloud data management platform.
Responsibilities:
- Drive all aspects of the post-sales journey for select Enterprise Accounts
- Act as driver, customer advocate, and primary point of contact between Rubrik and select clients
- Manage customer lifecycles, maximize ROI, and coordinate achievement of business goals and objectives
- Partner with customers to accelerate adoption, time to value, engagement, and satisfaction
- Drive product enhancements and manage escalations
- Become familiar with account backgrounds, stakeholders, goals, requirements, and expectations
- Ensure timely responses and communications to provide high customer satisfaction
- Jointly develop and execute customer success plans
- Own the customer's overall journey, experience, and touch points with Rubrik
- Monitor customer environments and identify proactive activities to prevent issues
- Provide insights, performance benchmarking, and recommendations
- Own product activation and usage, track adoption against goals, and close gaps
- Drive renewals and prevent churn
- Collaborate with Sales, Marketing, Engineering, PM, and IT
- Engage Support, Escalation, and Engineering teams as needed
- Manage account and case escalations and create virtual cross-functional teams
- Drive continuous improvement and processes to prevent escalations
- Develop POC awareness and generate weekly reports
- Initiate conference calls, provide stakeholder updates, and drive escalations to closure
- Coordinate, craft, and deliver Root Cause Analysis documents
- Monitor top issues and trends and take proactive action
- Own the full customer lifecycle, including onboarding, product adoption, growth, and renewal
Requirements:
- 8+ years of experience in a customer success and/or technical account management role in a technology-based company
- Bachelor's degree in a computer-related discipline preferred
- Ability to coordinate and lead required resources to address customer requirements
- Excellent presentation, written, and verbal communication skills
- Ability to present to and communicate with executive audiences
- Ability to tailor messaging and tone for technical stakeholders through C-level executives
- Proven experience with escalation management and proactive account management at the global enterprise level
- Excellent interpersonal and teamwork skills
- Proven ability to build working relationships at all levels of management
- Proven ability to partner with multiple teams and customers outside their direct influence
- Able to travel to other locations and customer sites on occasion
- Willing to work outside standard business hours when situations dictate
Benefits:
- Bonus potential
- Equity
- Benefits
- Reasonable accommodations for qualified applicants and employees with disabilities
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