Job Title

Location: BengaluruTimings: EST 5:30 pm to 2:30 am ISTJob SummaryThe 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, RetentionKey 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