Customer Success Manager I

Customer Success Manager - I

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

Preferred Qualifications

Join Us in Securing the World's Data

Rubrik (RBRK), the Security and AI company, operates at the intersection of data protection, cyber resilience and enterprise AI acceleration. The Rubrik Security Cloud platform is designed to deliver robust cyber resilience and recovery including identity resilience to ensure continuous business operations, all on top of secure metadata and data lake. Rubrik's offerings also include Predibase to help further secure and deploy GenAI while delivering exceptional accuracy and efficiency for agentic applications.

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Inclusion @ Rubrik

At Rubrik, we are dedicated to fostering a culture where people from all backgrounds are valued, feel they belong, and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the world's data.

Our goal is to hire and promote the best talent, regardless of background. We continually review our hiring practices to ensure fairness and strive to create an environment where every employee has equal access to opportunities for growth and excellence. We believe in empowering everyone to bring their authentic selves to work and achieve their fullest potential.

Our inclusion strategy focuses on three core areas of our business and culture :

Equal Opportunity Employer / Veterans / Disabled

Rubrik is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact us at [HIDDEN TEXT] if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

EEO IS THE LAW

NOTIFICATION OF EMPLOYEE RIGHTS UNDER FEDERAL LABOR LAWS

Skills Required

Customer Success, Salesforce, Backup And Recovery, Cybersecurity, Data Protection, Gcp, Technical Support, Azure, Aws