Manager of Customer Success

Location: Bengaluru

Job Summary:

Manager, Customer Success

Location:

Bengaluru
Timings: (EST

Shift:

- 5:30 pm IST to 2:30 am IST)

Job Summary
The Manager, Customer Success, is a critical leadership role responsible for recruiting, coaching, and managing a team of Customer Success Managers (CSMs) dedicated to ensuring the long-term success, satisfaction, and retention of Rubrik's existing customer base.

This role requires a strategic, data-driven leader who can instill a culture of proactive, value-based engagement and technical competence. Success will be measured by the collective performance of your team across key KPIs, including Time to Value, Adoption Metrics, and Customer Health Score improvement.

Key Responsibilities
Team Leadership & Performance Management:
Recruit, onboard, train, and coach a high-performing team of CSMs, focusing on developing skills in driving customer success, Rubrik products and executive communication.
Conduct regular 1:1 meetings, performance reviews, and quarterly goal setting, holding the team accountable for achieving activation and adoption targets.
Manage team workload and employee assessments, based on team member capacity and expertise.
Operational Strategy & Process Excellence:
Define, standardize, and enforce the team's execution of core CSM playbooks across the entire customer lifecycle (Activation, adoption, and retention).
Collaborate with CS Operations to utilize metrics and data insights to continuously refine team engagement strategies and drive process efficiencies.
Risk Mitigation & Escalation Management:
Act as the escalation point for high-priority customer issues, providing strategic oversight, removing internal roadblocks, and ensuring prompt, satisfactory resolution by the team.
Oversee the team's execution of proactive retention strategies and collaborate closely with Sales and Renewals leadership to forecast and manage portfolio risk.
Cross-Functional Partnership & Advocacy:
Serve as the advocate for the team's needs internally, actively partnering with peer managers and leadership across Product Management, Engineering, Technical Support, Renewals and Sales to secure resources and influence alignment.
Provide regular, consolidated forecasts, updates, and business insights on portfolio performance and customer sentiment to senior leadership.

Required Qualifications and Skills
Experience & Management:
10+ years of total experience in Customer Success, Technical Account Management, Technical Support or a related customer-facing role, including 3+ years of direct people management experience leading a CSM or TAM team in a SaaS or enterprise software company.
Strong technical understanding of data protection, backup and recovery, cloud data management, and cybersecurity concepts, sufficient to coach and challenge the team on technical engagement strategy.
Exceptional coaching, mentoring, and team development skills.
Excellent executive-level communication and presentation skills, with the ability to articulate strategy, risk, and team performance clearly to internal and external senior audiences.
Preferred Skills
Demonstrated ability to use Salesforce, Customer Success Platforms and business intelligence tools to manage team workflow, forecast results, and make data-driven decisions.
Prior experience in defining and implementing Customer Success segmentation or scaling models is a plus
Familiarity with cloud platforms (AWS, Azure, GCP) and experience driving Zero Trust security principles.