Customer Resilience Manager - Customer Success
New
R
RubrikCyber resilience
Location: US RemoteFull-TimeManager
SalaryUS Pay Range $164,600 — $246,800 USD; additionally, the role is eligible for bonus potential, equity and benefits.
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Job Details
- Experience
- 8+ years of experience in a customer success and/or technical account management role in a technology-based company.
- Required Skills
- Customer Success
Requirements
- Have 8+ years of experience in customer success and/or technical account management at a technology-based company.
- A bachelor's degree in a computer-related discipline is preferred.
- Have proven experience with escalation management and proactive account management at the global enterprise level.
- Be able to present to and communicate with customer executives, senior management, and internal leadership.
- Be skilled at tailoring messaging for technical stakeholders through C-level executives.
- Demonstrate strong customer orientation and the ability to lead resources in addressing customer requirements.
- Be able to build working relationships across management levels and partner with teams outside your direct influence.
- Be willing to travel to other locations and customer sites on occasion.
- Be willing to work outside standard business hours when situations dictate.
Responsibilities
- Own the customer lifecycle, including onboarding, ongoing experience, product adoption, growth, and renewal.
- Develop success plans with customers and drive progress toward their business goals.
- Monitor customer environments, identify risks, and take proactive steps to prevent issues.
- Track product activation and usage against account goals, and close adoption gaps.
- Drive renewals of purchased products and services, engaging early to prevent churn.
- Manage account and case escalations, set expectations, and coordinate cross-functional teams to resolve issues.
- Coordinate and deliver root cause analysis documents on customer issues.
- Monitor top issues and trends and take action to reduce customer exposure.
- Collaborate with Sales, Marketing, Engineering, Product Management, IT, Support, and Escalation teams to improve customer satisfaction.
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