Customer Success Manager

Location: Bengaluru

Timings: EST 5:30 pm to 2:30 am IST

Job Summary

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.
• Cross-Functional Advocacy & Technical Escalations:
• 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