Customer Resilience Manager

The Customer Resilience Manager (CRM) is a key role within the Customer Success organization. The successful candidate will drive all aspects of the post-sales journey for a select group of Enterprise Accounts at Rubrik. The CRM works as the driver, customer advocate, and primary point of contact between Rubrik and its select clients, managing their life cycle with Rubrik, maximizing ROI, and coordinating to achieve their business goals and objectives. The CRM functions as an extension of the Sales Account Team and partners with the customer to achieve faster adoption, time to value, and overall engagement and satisfaction. CRMs drive product enhancements and manage escalations while leveraging cross-functional relationships to maintain and enhance customer confidence in Rubrik as the leader in cloud data management.

The position’s objective is to deliver an industry-leading customer experience for Rubrik customers, both proactively and reactively. To succeed as a CRM at Rubrik, you must have excellent leadership, interpersonal, and communication skills. These skills are essential when mediating and driving to develop and achieve the customer’s tactical and strategic business objectives.

Responsibilities

• Become familiar with the account background, key stakeholders, goals, requirements, and expectations of Rubrik.

• Ensure timely responses and communications to provide a high degree of customer satisfaction.

• Jointly develop a success plan with the customer and drive to achieve their goals and objectives.

• Be flexible, and provide a tailored, comprehensive, focused, and value-driven customer experience.

• Own and drive the customer’s overall journey, experience, and touch points with Rubrik.

• Monitor the customer’s environment, identify proactive activities to prevent issues, and keep the account in good standing.

• Provide insight, performance benchmarking, and recommendations to the customer.

• Own product activation and usage for the account, tracking adoption against goals and closing gaps proactively.

• Drive the renewal of all purchased products and services for the account, engaging early to secure renewal and prevent churn.

• Collaborate with other organizations such as Sales, Marketing, Engineering, PM, and IT to improve overall customer satisfaction.

• Engage Support, Escalation, and Engineering teams as needed to ensure an optimal Rubrik experience for the customer.

• Manage account and case escalations, including customer and account team expectations around support, and create virtual cross-functional teams as needed to achieve customer goals.

• Drive continuous improvement, lessons learned, and other processes to prevent escalations.

• Develop POC awareness with SEs and Account Directors, and generate weekly reports for customer and support teams.

• Manage escalations, initiate conference calls, and drive to closure while delivering timely updates to stakeholders.

• Coordinate, craft, and deliver/discuss Root Cause Analysis (RCA) documents on customer issues.

• Closely monitor top issues and trends, and take necessary proactive action to prevent or limit customer exposure.

• Own the entire customer lifecycle, including onboarding, ongoing experience, and measures to ensure product adoption, growth, and renewal.

Education & Experience

• Bachelor’s degree in a computer-related discipline preferred.

• 8+ years of experience in a customer success and/or technical account management role in a technology-based company.

Skills

• Competent, knowledgeable, and confident — able to coordinate and lead required resources to address customer requirements.

• Passionate about customers — strong customer orientation, proactive and positive by nature.

• Cross-functional and collaborative — able to assemble and lead team initiatives and resources.

• Excellent presentation, written, and verbal communication skills.

• Able to confidently present to and communicate with executive audiences, both internal Rubrik leadership and customer executives/senior management.

• Skilled at tailoring messaging and tone for different levels of an organization, from technical stakeholders to C-level executives.

• Proven experience with escalation management and proactive account management at the global enterprise level.

• Self-driven, proactive, hardworking team player.

• Excellent interpersonal and teamwork skills; proven ability to build working relationships at all levels of management.

• Proven ability to partner successfully with multiple teams and customers outside their direct influence.

• Able to travel to other locations and customer sites on occasion.

• Willing to work outside standard business hours when situations dictate.

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

$148,100—$222,100 USD

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Inclusion @ Rubrik

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.

• Our Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging, can thrive, and do their best work. Your contributions help us innovate and break boundaries.

• Our Communities: We are dedicated to expanding our engagement with the communities we operate in, creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond Rubrik, contributing to safer and stronger communities.

Equal Opportunity Employer/Veterans/Disabled

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, or protected veteran status and will not be discriminated against on the basis of disability.

Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact us at [email protected] if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

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