Manager, Customer Resilience Management - Customer Success

About this role

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.