Customer Success Manager - Growth and Retention
Rubrik · Posted Oct 8
Cloud data security, zero-trust backup, threat analytics, and cyber resilience services
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About the role
Rubrik is the Security and AI Operations Company, delivering cyber resilience through Rubrik Security Cloud and accelerating trusted AI agent deployments with Rubrik Agent Cloud. This Customer Success Manager - Growth and Retention role sits within the retention and renewals motion, partnering with Renewals, Customer Success, Customer Engagement, Competitive Intelligence, and Pricing & Packaging. The role owns churn risk detection, cross-functional mitigation, renewal objection handling, proactive retention programs, and churn/renewal insight reporting.
What you will do
- Maintain a standardized customer risk scoring framework leveraging health signals, product usage, support patterns, sentiment, and competitive exposure.
- Identify early risk indicators (e.g., discount cliffs, adoption gaps, under-deployed licenses, sponsor turnover).
- Partner with Renewal Ops, Data team to automate risk workflows in Salesforce
- Collaborate with Competitive Intelligence to map competitive displacement trends and update counter strategies.
- Lead weekly renewal risk reviews/war rooms with Renewals, CSMs/CEMs, and Sales to align on mitigation actions.
- Build account-level mitigation plans that include adoption interventions, executive alignment, value reinforcement, and commercial flexibility.
- Partner with Pricing & Packaging and Deal Desk to design controlled commercial offers (e.g., term/ramp, New Product Introductions, New SKU Impact, Product Bundling etc).
- Escalate systemic product, billing, or support issues and track resolution.
- Serve as the subject-matter expert for Renewals by providing guidance, playbooks, and strategic support to overcome critical renewal objections.
- Diagnose downsell and downgrade risks, recommend right-sizing strategies, and deliver value-based narratives to reinforce ROI and prevent unnecessary revenue loss.
- Partner with Competitive Intelligence to address competitive pricing challenges, coach teams on TCO and switching-cost comparisons, and collaborate with Pricing on controlled incentive structures.
- Provide Renewals reps with ROI models, justification materials, payment-flexibility options, pricing guardrails, and negotiation strategies to resolve budget and pricing objections while protecting retention revenue.
- Launch and manage proactive churn-prevention programs, such as:
- Early renewal health checks
- Competitive threat campaigns
- Discount cliff mitigation
- Develop and maintain risk playbooks for teams to execute consistently.
- Partner with Enablement to deliver training on objection handling and retention strategies.
- Deliver monthly churn insights including root causes, save rates, objection trends, and program impact.
- Own cohort analyses, risk heatmaps, and retention dashboards.
- Provide actionable recommendations to Product, Pricing, Support, and Leadership teams.
- Support Renewal forecast accuracy through risk scoring and save probability modeling.
- Improve CRM/CS tool workflows to enhance visibility into churn risk and save motions.
- Standardize processes for risk identification, objection handling, escalations, and mitigation SLAs.
- Build and maintain a knowledge base of objection-handling scripts, competitive counters, and case studies.
- Deliver enablement sessions to strengthen Renewals capabilities in handling commercial objections.
Skills used in this role
What the employer is looking for
- 8+ years in Renewals, Customer Success, Account Management, or Customer Operations (SaaS preferred).
- Strong analytical and commercial acumen with experience handling pricing, TCO, ROI, and competitive objections.
- Ability to influence cross-functional teams and lead risk discussions with executive stakeholders.
- Experience with Salesforce, Gainsight/CS platforms, and BI tools like Tableau, Power BI, or Looker.
- Strong communication, negotiation, and conflict-resolution skills.
Preferred qualifications
- Experience in competitive intelligence, pricing strategy, or deal desk functions.
- Experience running war rooms or escalation workflows.
- Background in program management or enablement.
- Strong understanding of SaaS economics: GRR, NRR, churn, discount impact, unit economics.
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
Help Net Security
Rubrik launches Autonomous Business Recovery to rebuild cloud applications after cyberattacks2026-06-10
Rubrik Newsroom
Rubrik Unveils the AI-Ready Unstructured Data Layer for Enterprise Data Intelligence Platforms2026-06-09
Insider Monkey
Rubrik (RBRK) Has Outperformed the Market in 2026. Is the Rally Sustainable?2026-10-05