Manager, Customer Resilience Management - Customer Success

Openkrill; United States; Remote; USD 156,000 - 233,000; Full time

Job summary

Rubrik is seeking a Manager of the Customer Resilience team to lead a group of CRMs for Enterprise Accounts, guiding post-sales journeys and coordinating with Sales, Engineering, and IT to secure renewals and adoption.

You will hire, coach, and develop talent, drive process improvements, own performance management, and ensure customer health and satisfaction across accounts.

Qualifications

• Bachelor's degree in a computer-related discipline preferred.
• 10+ years of experience in customer success and/or technical account management in a technology company.
• 3+ years leading and managing people, and building high-performing teams.

Responsibilities

• Provide effective leadership, direction, and development to a team of CRMs assigned to manage a select group of large accounts.
• Own team accountability for the full customer lifecycle — onboarding, adoption, growth, and renewal.
• Drive process improvements, tools, and product enhancements that improve the customer journey.
• Own escalation management for the team and interact with customer executives on escalations.

Skills

Leadership

Communication

Team management

Cross-functional collaboration

Process improvement

Strategic planning

Customer success

Client relations

Education

Bachelor's degree in a computer-related discipline

Job description

The Manager of the Customer Resilience team will drive all aspects of the post-sales journey for a select group of Enterprise Accounts at Rubrik. The successful candidate will lead a team of Customer Resilience Managers (CRMs) who act as the point of contact between Rubrik and our select clients, managing their journey with Rubrik and coordinating to achieve their business goals.

To succeed as a Manager of the Customer Resilience team, you must have excellent leadership, interpersonal, and communication skills and be professional at all times. You will be responsible for hiring, coaching, mentoring, and day-to-day managing the individual contributors on your team, as well as mediating with customers. As a key member of the Customer Success leadership team, you will be responsible for delighting our customers and helping them achieve their tactical and strategic business objectives.

Responsibilities

• Provide effective leadership, direction, and development to a team of CRMs assigned to manage a select group of large accounts.
• Drive the strategy for managed accounts and coordinate cross-functionally, with a key focus on improving processes and efficiencies across the organization.
• Own team accountability for the full customer lifecycle — onboarding, adoption, growth, and renewal — ensuring CRMs are proactively managing customer health rather than only reacting to issues.
• Ensure CRMs drive the renewal of all purchased products and services across their accounts, engaging early to secure renewal and prevent churn.
• Ensure product activation and usage targets are being met for all accounts, holding CRMs accountable for closing adoption gaps.
• Review and ensure the quality of the team's customer-facing deliverables, including success plans, performance benchmarking, Root Cause Analysis (RCA) documents, and POC/account awareness reporting to SEs and Account Directors.
• Collaborate with Sales and develop strategies to grow existing accounts and ensure quality, efficient delivery of Rubrik services.
• Manage the day-to-day operational excellence of the team, including distributing accounts and balancing workload across CRMs.
• Drive process improvements, tools, and product enhancements that improve the customer journey.
• Collaborate with Sales, Marketing, Operations, Engineering, QA, and IT to improve overall customer satisfaction.
• Represent the Customer Success function as necessary on product teams and in other Rubrik decision-making forums.
• Build a high-performing CRM team through hiring, training, mentoring, coaching, and ongoing development — including career pathing and growth planning for each direct report.
• Own performance management for the team: goal-setting, ongoing feedback, calibration, and formal performance plans when needed.
• Closely monitor top support issues and trends with new products and releases; take corrective action and limit customer exposure.
• Collect and analyze metrics to guide decisions, and report portfolio health, renewal risk, and escalation trends to senior leadership.
• Own escalation management for the team, including engaging directly with customer executives on escalations that rise above the CRM level; initiate conference calls and drive issues to closure with timely stakeholder updates.
• Set goals and KPIs for the team — e.g., net/gross revenue retention, CSAT, renewal rate, and escalation volume — and review individual and team performance on an ongoing basis.

Education & Experience

• Bachelor's degree in a computer-related discipline preferred.
• 10+ years of experience in customer success and/or technical account management in a technology company.
• 3+ years leading and managing people, and building high-performing teams.

Skills

• Excellent written and verbal communication skills.
• Strong planning, decision-making, staffing, and process-improvement skills.
• Excellent interpersonal and teamwork skills; proven ability to build working relationships at all levels of management.
• High standard for quality in process deliverables.
• Self-driven, proactive, hardworking team player.
• Proven track record of strategic problem-solving and planning.
• Willing to work across time zones and outside standard business hours when escalations require it.
• Able to travel to customer sites and internal offsites as needed.

The minimum and maximum base salaries for this role are posted below; additionally, the role is eligible for bonus potential, equity and benefits. The range displayed reflects the minimum and maximum target for new hire salaries for the role based on U.S. location. Within the range, the salary offered will be determined by work location and additional factors, including job-related skills, experience, and relevant education or training.US Pay Range$155,500-$233,300 USD

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At 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.
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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, age, disability, genetic information, protected veteran status, or any other status protected by applicable law. Rubrik provides equal employment opportunities to employees and applicants in all terms and conditions of employment, including recruiting, hiring, promotion, compensation, training, leave, and termination.

Rubrik provides reasonable accommodations to qualified applicants and employees with disabilities in accordance with applicable law. If you need an accommodation to participate in the application process or to perform your job, please contact [e-mail]. Accommodations may include changes to the application process, documents in an alternate format, a sign language interpreter, or specialized equipment.

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