Customer Resilience Manager - Customer Success

rubrik; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

Rubrik is seeking a senior Customer Success professional to own the post-sale experience for a portfolio of major accounts in cloud data management. You’ll act as the customer’s advocate and coordinate with Sales, Engineering, Support, and Product to maximize value.

You’ll lead executive-level communications, define tailored success plans, monitor usage and renewal risk, and drive cross-functional improvements that keep customers healthy and successful.

Qualifications

• Bachelor's degree in computer-related discipline preferred.
• 8+ years in customer success or technical account management within a technology company.
• Proven ability to lead cross-functional initiatives across Support, Engineering, Product, and Sales.
• Excellent presentation, written, and verbal communication skills for executive audiences.
• Skilled at tailoring messaging for technical stakeholders through C-level executives.
• Demonstrated experience managing escalations and proactive global enterprise accounts.

Responsibilities

• Build and execute a tailored success plan for each account that accelerates adoption and time to value
• Track product activation and usage against goals, closing gaps before they become renewal risks
• Drive timely renewals across the full product set and proactively prevent churn
• Coordinate cross-functional response teams to manage escalations, including Root Cause Analysis documents
• Monitor environments and usage signals to recommend proactive actions that keep accounts healthy
• Deliver performance benchmarking, executive-level presentations, and continuous improvement feedback loops

Job description

Role overview

This enterprise-level Customer Success position owns the post-sale experience for a portfolio of major accounts in the cloud data management space. The role functions as the customer's primary advocate and the bridge between the customer and internal teams spanning Sales, Engineering, Support, and Product. It is suited to a senior professional who combines technical fluency with executive-level relationship management.

Responsibilities

• Build and execute a tailored success plan for each account that accelerates adoption and time to value
• Track product activation and usage against goals, closing gaps before they become renewal risks
• Drive timely renewals across the full product set and proactively prevent churn
• Coordinate cross-functional response teams to manage escalations, including Root Cause Analysis documents
• Monitor environments and usage signals to recommend proactive actions that keep accounts healthy
• Deliver performance benchmarking, executive-level presentations, and continuous improvement feedback loops

Requirements

• Bachelor's degree in a computer-related discipline is preferred
• 8+ years in customer success or technical account management within a technology company
• Proven ability to lead cross-functional initiatives across Support, Engineering, Product, and Sales
• Excellent presentation, written, and verbal communication skills for executive audiences
• Skilled at tailoring messaging for technical stakeholders through C-level executives
• Demonstrated experience managing escalations and proactive global enterprise accounts