The Customer Success Manager (CSM) is the primary strategic partner responsible for guiding Rubrik’s customers through the entire post-sale journey, ensuring maximum value realization, deep product adoption, and long-term retention. You will serve as the customer's trusted advisor and primary advocate, focused on turning successful initial deployment into a strategic partnership. This role requires a proactive, technical, and data-driven approach to customer engagement, with success measured by key performance indicators such as Product Activation & Adoption, Customer Health Scores, and ultimately, Retention
Key Responsibilities
Onboarding & Technical Adoption:
Own the customer lifecycle post-sale, ensuring a seamless transition from Sales/Implementation to ongoing Customer Success.
Drive broad and deep adoption of Rubrik solutions by proactively managing product activation hurdles and delivering targeted guidance on advanced feature usage.
Conduct technical health assessments and usage analysis to discover and
mitigate any technical risks or deployment blockers
in the account.
Value Realization & Strategic Partnership:
Drive Activation & Adoption of Rubrik products with a focus on achieving rapid & strong value realization
Strengthen overall customer sentiment and loyalty by regularly communicating achieved value and best practices.
Document interactions, risks, and strategic actions systematically within the CRM (Salesforce).
Risk Management & Retention:
Proactively monitor customer health indicators and identify potential churn signals early, building customer risk profiles and executing targeted
retention strategies
.
Collaborate closely with Renewals and Account teams to reduce and mitigate churn risk, ensuring a positive renewal outcome.
Represent customer needs and challenges internally, actively partnering across Sales, Renewals, Product Management, Technical Support, and Engineering to ensure effective issue resolution and continuous improvement of the customer experience.
Serve as the internal escalation point for complex product or technical challenges, coordinating prompt implementation of mitigation strategies across internal teams.
Utilize metrics and data insights to continuously refine customer-engagement strategies and provide regular updates and forecasts to leadership.
Required Qualifications and Skills
Experience & Technical Acumen:
6+ years of experience
in Customer Success, Technical Account Management (TAM), or Technical Support Engineer within a SaaS or enterprise software company.
Strong technical understanding of data protection, backup and recovery, cloud data management, and cybersecurity concepts. Familiarity with Rubrik’s product offerings is a significant advantage.
Demonstrated ability to engage in technical discussions related to deployment, architecture, and troubleshooting with a customer’s IT/Engineering teams.
Communication & Collaboration:
Excellent communication, interpersonal, and presentation skills, with the ability to
articulate complex technical concepts to both technical and non-technical audiences
.
Demonstrated ability to effectively collaborate with internal cross-functional teams, including Sales (AEs, SEs), Product, Engineering, Support, and Renewals.
Strong analytical and problem-solving skills, with the ability to identify usage trends, mitigate risks, and develop effective solutions for customer activation and adoption challenges.
Proactive, customer-centric mindset with a passion for driving customer advocacy.
Ability to work independently and collaboratively in a fast-paced, dynamic environment.
Preferred Qualifications
Familiarity with cloud platforms (AWS, Azure, GCP) and SaaS application data protection.
Understanding of Zero Trust security principles and data resilience frameworks.
Experience in creating Customer Success Plans & conducting QBRs is a plus
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