Enterprise Customer Success & Resilience Lead

Rubrik; Cork; On-site; EUR 90,000 - 120,000; Full time

Job summary

Rubrik, the Security and AI Operations Company, is seeking a Customer Resilience Manager to lead the post-sales journey for select Enterprise Accounts in Cork, Ireland. You will advocate for customers, maximise ROI, and coordinate with Sales, Engineering, and Support to accelerate adoption and time to value.

Deep experience in customer success, strong leadership, and proactive escalation management are essential. Willingness to travel and collaborate across global teams is required.

Qualifications

• Bachelor’s degree in a computer-related discipline is preferred.
• Minimum of 8 years of experience in a customer experience and/or account management role within a technology-based company is required.
• Willingness to travel to customer sites as needed.

Responsibilities

• Acquire comprehensive knowledge of account background, key stakeholders, goals, requirements, and expectations of Rubrik.
• Ensure prompt responses and communications to achieve and maintain customer satisfaction.
• Collaboratively develop and execute success plans to meet customer goals and objectives.
• Own the customer's journey and touchpoints with Rubrik, including training on support engagement and self-service options.
• Monitor customer environments, identify proactive measures to prevent issues, and provide insights and recommendations.
• Collaborate with internal organizations such as Sales, Marketing, Operations, Engineering, QA, and IT to improve overall customer satisfaction.
• Manage account and case escalations, including setting expectations and forming cross-functional teams to achieve customer satisfaction; draft and deliver RCA documents.
• Drive continuous improvement initiatives and lessons learned to prevent escalations.
• The CRM role encompasses onboarding, the initial 90-day experience, and strategies to ensure Rubrik footprint adoption and growth.

Skills

Customer-centricity

Cross-functional collaboration

Communication proficiency

Escalation management

Executive communication

Travel flexibility

Availability outside hours

Education

Bachelor’s degree in computer-related discipline

Job description

Rubrik, the Security and AI Operations Company, is seeking a Customer Resilience Manager to lead the post-sales journey for select Enterprise Accounts in Cork, Ireland. You will advocate for customers, maximise ROI, and coordinate with Sales, Engineering, and Support to accelerate adoption and time to value.

Deep experience in customer success, strong leadership, and proactive escalation management are essential. Willingness to travel and collaborate across global teams is required.