Manager, Customer Resilience Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead a team of Customer Resilience Managers dedicated to large enterprise clients.

• Develop account strategies and collaborate across departments to enhance processes and efficiency.

• Oversee the customer lifecycle: onboarding, adoption, growth, and renewal phases.

• Ensure that renewal, product activation, and usage targets are met while minimizing churn.

• Review customer-facing documents, including success plans, benchmarking, RCA reports, and account awareness updates.

• Work in partnership with Sales to expand existing accounts and guarantee effective delivery of Rubrik services.

• Manage account distribution, balance workloads, and maintain operational excellence on a daily basis.

• Propel process enhancements, tools, and product improvements.

• Collaborate with Sales, Marketing, Operations, Engineering, QA, and IT to boost customer satisfaction.

• Represent Customer Success in product teams and decision-making forums.

• Recruit, train, mentor, coach, and develop team members, including guiding career paths.

• Take responsibility for performance management, goal-setting, feedback, calibration, and performance plans.

• Monitor support issues and product release trends, implementing corrective measures as necessary.

• Analyze metrics and report on portfolio health, renewal risks, and escalation trends to senior leadership.

• Manage team escalations and ensure issues are resolved with customer executives and stakeholders.

• Establish and review team objectives and KPIs, including revenue retention, CSAT, renewal rate, and escalation volume.

⛳️ Requirements

• Over 10 years of experience in customer success or technical account management within a technology company.

• More than 3 years of experience in leading and managing teams while building high-performing groups.

• Exceptional written and verbal communication abilities.

• Strong skills in planning, decision-making, staffing, and process improvement.

• Excellent interpersonal and teamwork skills; capable of fostering working relationships at all management levels.

• High standards for quality in process deliverables.

• Proven success in strategic problem-solving and planning.

• Willingness to work across time zones and outside regular business hours when escalations arise.

• Ability to travel to customer locations and internal offsites as required.

🏝️ Benefits

• Potential for bonuses.

• Equity options.

• Comprehensive benefits package.

• Equal employment opportunities.

• Reasonable accommodations for qualified individuals with disabilities.