Manager, Customer Resilience Management - Customer Success

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.