Manager,Customer Success

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 partner