Customer Resilience Manager
Rubrik · Posted Oct 8
Cloud data security, zero-trust backup, threat analytics, and cyber resilience services
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About the role
The Customer Resilience Manager is a key role within Rubrik's Customer Support Organization, responsible for managing specific accounts' experience through strong relationship building and technical knowledge. Rubrik is a Security and AI Operations company delivering cyber resilience across clouds through Rubrik Security Cloud and Rubrik Agent Cloud. This role acts as the point of contact, driver, and customer advocate for major projects and escalations, leveraging cross-functional relationships to maintain and enhance customer confidence in cloud data management.
What you will do
- Become familiar with account background, key stakeholders and their expectations of Rubrik.
- Responsible for training customers on how to engage support, file ideas and navigate the support portal.
- Identifies proactive activities to keep the account(s) in good standing.
- Engages Support and Engineering teams as needed to ensure an optimal Rubrik experience while maintaining positive relationship with support and engineering teams.
- Manage escalations and account team expectations around support when needed and builds virtual cross-functional teams to achieve customer satisfaction.
- Drive continuous improvement and lessons learned process that prevents further
- Develop POC awareness with SE and Account directors and generates weekly reports for customer and support teams.
- Responsible for coordinating, crafting and delivering RCA documents for customers
- Use CRM data to proactively identify accounts and issues that may require focused approach to resolution
Skills used in this role
What the employer is looking for
- Has proven experience with Escalation management, Proactive management and account management skills
- Has both technical and functional expertise with CRM systems (salesforce preferred)
- Has excellent communications skills, including verbal, written and presentation skills with the ability to write customer facing updates and root cause documents in a way that is clear, simple, and easy to understand.
- Quickly understands the business issues and data challenges of global Customer Support Organizations
- Has experience building and managing virtual cross-functional teams.
- 8+ years in support leadership, Escalation management, and or customer facing support technical roles/account management
- Effective relationship and team builder
- Strong technical background in Networking, Storage, Backup and Recovery, Cloud solutions (S3, Azure…), and Hypervisors (VMware, Hyper-V…)
- Required Storage vendor experience
- Proven ability to partner successfully with multiple teams and customers outside their direct influence
- Ability to work effectively with senior management, cross-functional teams, internal customers, external partners, vendors, and end users
- Project/Program management a plus
- Related BA/BS or advanced degree preferred
- Able to travel to other locations and customer sites on occasion.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Rubrik
Rubrik is a cloud-native cybersecurity and data resilience company that provides zero-trust data protection, threat monitoring, and automated enterprise recovery solutions. The company delivers a unified platform designed to safeguard hybrid and multi-cloud environments against ransomware and malicious cyber threats. By integrating AI-driven operations and risk analytics, Rubrik helps enterprises ensure business continuity and digital trust.
- Industry
- Cloud Computing
- Company size
- 3000-5000 employees
- Founded
- 2014
- Location
- Palo Alto, California, USA
- Funding stage
- Public Company
Funding
Public Company · $553M raised
- 2021-08-17Series FUndisclosed
- 2021-11-01Secondary Market$1.3M
Leadership
Co-Founder, CEO and Chairman
Co-Founder and CTO
Chief Financial Officer
Chief Product Officer
Recent coverage
Rubrik Newsroom
Rubrik Reports Fourth Quarter and Fiscal Year 2026 Financial Results2026-03-12
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