Manager

Job Summary

Location and Schedule

• The description lists Bengaluru as the location.
• The role follows an EST shift from 5:30 pm IST to 2:30 am IST.

Team Leadership and Performance

• Recruit, onboard, train, and coach Customer Success Managers on customer success, Rubrik products, and executive communication.
• Conduct regular 1:1 meetings, performance reviews, and quarterly goal setting.
• Manage workload and employee assessments based on team capacity and expertise.

Operations and Risk Management

• Define and enforce Customer Success playbooks across activation, adoption, and retention.
• Use metrics and data insights to refine engagement strategies and improve process efficiency.
• Serve as the escalation point for high-priority customer issues and remove internal roadblocks.
• Oversee proactive retention strategies and collaborate with Sales and Renewals to manage portfolio risk.

Cross-Functional Partnership

• Partner with Product Management, Engineering, Technical Support, Renewals, and Sales to secure resources and alignment.
• Provide forecasts, portfolio updates, and customer-sentiment insights to senior leadership.

Required Qualifications and Skills

• 10+ years of experience in Customer Success, Technical Account Management, Technical Support, or a related customer-facing role.
• 3+ years of direct people-management experience leading a CSM or TAM team in a SaaS or enterprise software company.
• Strong understanding of data protection, backup and recovery, cloud data management, and cybersecurity concepts.
• Exceptional coaching, mentoring, team-development, executive communication, and presentation skills.

Preferred Skills

• Experience using Salesforce, Customer Success Platforms, and business intelligence tools.
• Experience defining and implementing Customer Success segmentation or scaling models.
• Familiarity with AWS, Azure, or GCP and experience driving Zero Trust security principles.

About Rubrik