Manager, Customer Resilience Management

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $155.5k - $233.3k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Rubrik, Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

🏢 Enterprise

🔐 Security

☁️ SaaS

Enterprise • Security • SaaS

Rubrik, Inc. is a company that specializes in data management and cloud data platforms. Its products and services focus on data backup, recovery, security, and cloud data management, enabling enterprises to manage, protect, and recover their critical data. Rubrik offers solutions that integrate with cloud service providers and various platforms to ensure seamless and secure data operations for its clients. The company aims to simplify data management across complex, hybrid cloud environments.

📋 Description

• Lead a team of Customer Resilience Managers assigned to large enterprise accounts • Drive account strategy and coordinate cross-functionally to improve processes and efficiencies • Own the customer lifecycle: onboarding, adoption, growth, and renewal • Ensure renewals, product activation, and usage targets are achieved while preventing churn • Review customer-facing deliverables including success plans, benchmarking, RCA documents, and account awareness reporting • Collaborate with Sales to grow existing accounts and ensure efficient delivery of Rubrik services • Manage account distribution, workload balancing, and day-to-day operational excellence • Drive process improvements, tools, and product enhancements • Collaborate with Sales, Marketing, Operations, Engineering, QA, and IT to improve customer satisfaction • Represent Customer Success on product teams and decision-making forums • Hire, train, mentor, coach, and develop team members, including career pathing • Own performance management, goal-setting, feedback, calibration, and performance plans • Monitor support issues and product-release trends, taking corrective action • Analyze metrics and report portfolio health, renewal risk, and escalation trends to senior leadership • Own team escalation management and drive issues to closure with customer executives and stakeholders • Set and review team goals and KPIs including revenue retention, CSAT, renewal rate, and escalation volume

🎯 Requirements

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

🏖️ Benefits

• Bonus potential • Equity • Benefits • Equal employment opportunities • Reasonable accommodation for qualified individuals with disabilities