Manager, Customer Resilience Management - Customer Success

Location: Morrisville, NC or Palo Alto, CA
Mode of working: Hybrid, in office

About the 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.

What you'll do

• 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.

Experience you'll need

• 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 you'll need

• 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.