Agency Customer Success Manager
smartlyio
Manager,Customer Success
rubrik· Support
About this role
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.
#LI-DR2
Join Us in Securing and Accelerating the World's AI Transformation
Rubrik (RBRK), the Security and AI Operations Company, leads at the intersection of data protection, cyber resilience, and enterprise AI acceleration. Rubrik Security Cloud delivers complete cyber resilience by securing, monitoring, and recovering data, identities, and workloads across clouds. Rubrik Agent Cloud accelerates trusted AI agent deployments at scale by monitoring and auditing agentic actions, enforcing real-time guardrails, fine-tuning for accuracy and undoing agentic mistakes.
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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:
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Our Company: We are committed to building a merit-based organization that offers equal access to growth and success for all employees globally. Your potential is limitless here.
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Our Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging, can thrive, and do their best work. Your contributions help us innovate and break boundaries.
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Our Communities: We are dedicated to expanding our engagement with the communities we operate in, creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond Rubrik, contributing to safer and stronger communities.
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 [email protected] 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.
Frequently Asked Questions
Is the salary disclosed for the Manager,Customer Success position at rubrik?
The salary for this Manager,Customer Success role at rubrik is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Manager,Customer Success position at rubrik located?
This Manager,Customer Success role at rubrik is based in Bangalore, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Which team or department does the Manager,Customer Success at rubrik belong to?
This Manager,Customer Success position is part of the Support department at rubrik. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Manager,Customer Success position at rubrik?
Click the "Apply Now" button on this page. You will be redirected to rubrik's official application portal hosted on greenhouse where you can submit your application directly.
When was the Manager,Customer Success job at rubrik posted?
This Manager,Customer Success position at rubrik was posted on Sep 6, 2026. Apply as soon as possible — early applications are often reviewed first.
Manager,Customer Success
rubrik
You'll be redirected to rubrik's official application page on Greenhouse.