Manager, Customer Resilience Management - Customer Success

rubrik; United States; Remote; USD 130,000 - 190,000; Full time

Job summary

Rubrik is seeking a Manager to lead a team of Customer Resilience Managers (CRMs) responsible for post-sales success across large enterprise accounts. The role combines people leadership with strategic oversight, onboarding, adoption, growth, and renewal activities.

You will drive cross-functional collaboration with Sales, Marketing, Operations, Engineering, and IT to optimize customer outcomes and retention.

Qualifications

• Bachelor’s degree in a computer-related discipline is preferred.
• Ten or more years of experience in customer success or technical account management.
• Three or more years leading people and building high-performing teams.
• Excellent written and verbal communication skills with strong planning and decision-making.
• Demonstrated ability to build relationships across management levels and functions.
• Proven strategic problem-solving skills with willingness to travel as needed.

Responsibilities

• Lead, coach, and develop a team of CRMs managing large enterprise accounts through the full customer lifecycle.
• Drive strategy for managed accounts and coordinate cross-functionally to improve processes and efficiency.
• Own onboarding, adoption, growth, and renewal outcomes with proactive health management.
• Drive renewals across the portfolio and engage early to prevent churn.
• Ensure product activation and usage targets are met and close adoption gaps.
• Review and quality-check deliverables such as success plans and account reports.
• Partner with Sales and cross-functional teams to improve customer satisfaction.
• Manage operational excellence including workload, hiring, training, and performance management.
• Define team goals and KPIs and report portfolio health to senior leadership.
• Own escalation management, including engagement with customer executives when needed.

Skills

People leadership

Customer success

Strategic account management

Cross-functional collaboration

Communication skills

Education

Bachelor’s degree in a computer-related discipline

Job description

Role overview

A data security and resilience company is hiring a Manager to lead a team of Customer Resilience Managers (CRMs) responsible for the post-sales journey across a portfolio of large enterprise accounts. The role combines people leadership, strategic account oversight, and cross-functional collaboration to drive onboarding, adoption, growth, and renewals.

Responsibilities

• Lead, coach, and develop a team of CRMs managing large enterprise accounts through the full customer lifecycle.
• Drive strategy for managed accounts and coordinate cross-functionally to improve processes and organizational efficiency.
• Own accountability for onboarding, adoption, growth, and renewal outcomes, ensuring proactive health management rather than reactive firefighting.
• Drive renewals across the portfolio, engaging early to secure commitments and prevent churn.
• Ensure product activation and usage targets are met, closing adoption gaps through the team.
• Review and quality-check customer-facing deliverables such as success plans, performance benchmarks, RCA documents, and account awareness reports.
• Partner with Sales on growth strategies and with cross-functional teams including Marketing, Operations, Engineering, QA, and IT to improve customer satisfaction.
• Manage operational excellence, including account distribution, workload balancing, hiring, training, performance management, and career pathing.
• Define team goals and KPIs such as net and gross revenue retention, CSAT, renewal rate, and escalation volume, and report portfolio health to senior leadership.
• Own escalation management, including direct engagement with customer executives when issues rise above the CRM level.

Requirements

• Bachelor’s degree in a computer-related discipline preferred.
• Ten or more years of experience in customer success or technical account management in a technology company.
• Three or more years leading people and building high-performing teams.
• Excellent written and verbal communication skills, with strong planning, decision-making, and process-improvement abilities.
• Demonstrated ability to build working relationships at all levels of management and across functions.
• Proven track record of strategic problem-solving, plus willingness to work across time zones and travel as needed for customer or team needs.

Benefits and work setup

• People leadership role with direct impact on retention and growth metrics for a portfolio of named enterprise accounts.