Customer Success Manager I

<p> </p> <h2 style="text-align: center;"><span style="text-decoration: underline;"><strong>Customer Success Manager - I </strong></span></h2> <h3><strong>Location: Bengaluru</strong></h3> <h3><strong>Timings: EST 5:30 pm to 2:30 am IST</strong></h3> <h3><strong>Job Summary</strong></h3> <p>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</p> <h3><strong>Key Responsibilities</strong></h3> <ul> <li><strong>Onboarding Technical Adoption:</strong></li> <ul> <li>Own the customer lifecycle post-sale, ensuring a seamless transition from Sales/Implementation to ongoing Customer Success.</li> <li>Drive broad and deep adoption of Rubrik solutions by proactively managing product activation hurdles and delivering targeted guidance on advanced feature usage.</li> <li>Conduct technical health assessments and usage analysis to discover and <strong>mitigate any technical risks or deployment blockers</strong> in the account.</li> </ul> <li><strong>Value Realization Strategic Partnership:</strong></li> <ul> <li>Drive Activation Adoption of Rubrik products with a focus on achieving rapid strong value realization </li> <li>Strengthen overall customer sentiment and loyalty by regularly communicating achieved value and best practices.</li> <li>Document interactions, risks, and strategic actions systematically within the CRM (Salesforce).</li> </ul> <li><strong>Risk Management Retention:</strong></li> <ul> <li>Proactively monitor customer health indicators and identify potential churn signals early, building customer risk profiles and executing targeted <strong>retention strategies</strong>.</li> <li>Collaborate closely with Renewals and Account teams to reduce and mitigate churn risk, ensuring a positive renewal outcome.</li> </ul> <li><strong>Cross-Functional Advocacy Technical Escalations:</strong></li> <ul> <li>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.</li> <li>Serve as the internal escalation point for complex product or technical challenges, coordinating prompt implementation of mitigation strategies across internal teams.</li> <li>Utilize metrics and data insights to continuously refine customer-engagement strategies and provide regular updates and forecasts to leadership.</li> </ul> </ul> <h3><strong>Required Qualifications and Skills</strong></h3> <ul> <li><strong>Experience Technical Acumen:</strong></li> <ul> <li><strong>6+ years of experience</strong> in Customer Success, Technical Account Management (TAM), or Technical Support Engineer within a SaaS or enterprise software company.</li> <li>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.</li> <li>Demonstrated ability to engage in technical discussions related to deployment, architecture, and troubleshooting with a customer’s IT/Engineering teams.</li> </ul> <li><strong>Communication Collaboration:</strong></li> <ul> <li>Excellent communication, interpersonal, and presentation skills, with the ability to <strong>articulate complex technical concepts to both technical and non-technical audiences</strong>.</li> <li>Demonstrated ability to effectively collaborate with internal cross-functional te ... (truncated, view full listing at source)