Customer Resilience Manager - Customer Success (Remote)

Customer Resilience Manager - Customer Success

The Customer Resilience Manager (CRM) is a key role within the Customer Success organization at Rubrik. The CRM drives the post-sales journey for select Enterprise Accounts, ensuring customer satisfaction, maximizing ROI, and aligning with business goals.

Responsibilities

• Become familiar with account background, key stakeholders, goals, and expectations of Rubrik.
• Ensure timely communication to provide a high degree of customer satisfaction.
• Jointly develop a success plan with the customer and drive to achieve their goals and objectives.
• 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 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.
• 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.
• Coordinate, craft, and deliver 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.

Requirements

• 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.

Salary

• $164,600 – $246,800 USD annually

How to Apply Visit https://www.rubrik.com/careers/