Manager, Resilience Gaurdiance

Manager, Resilience Gaurdiance

People Manager • Customer Experience Leadership

Location: Bangalore, India

Shift: 5:30 PM – 2:30 AM IST (aligned to US business hours)

Rubrik is looking for a Manager, Customer Experience Management to lead a team of Customer Experience

Managers (CEMs) who own the end-to-end customer lifecycle — onboarding, adoption, renewal, and expansion— for a portfolio of Rubrik’s largest Enterprise accounts.

This is a people-manager role first. You will hire, coach, and develop a team of individual-contributor CEMs, set the strategy for how your team manages its accounts, and act as an escalation point and strategic partner to customers and to Rubrik’s cross-functional leadership. As a member of the Customer Experience leadership team, you’ll be accountable for the health, growth, and satisfaction of your team’s accounts across their full journey with Rubrik

Lead and Develop the Team

• Hire, onboard, coach, and manage the day-to-day performance of a team of CEMs.

• Set clear goals and KPIs for individuals and the team; run regular 1:1s and performance reviews.

• Build a high-performing, engaged team through mentoring, training, and ongoing career development.

• Step in to support and mediate when a CEM needs help navigating a difficult customer conversation.

Own the End-to-End Customer Lifecycle

• Drive the strategy for your team’s Managed Accounts across the full post-sales journey — onboarding, adoption, renewal, and expansion.

• Ensure the team delivers proactive insight, performance benchmarking, and recommendations that help customers reach their tactical and strategic goals.

• Partner with Sales to grow existing accounts and ensure quality, efficient delivery of Rubrik services.

• Closely track top and critical open issues and trends tied to new products or releases; take corrective action to limit customer exposure..

Drive Operational Excellence

• Manage the day-to-day business and operational excellence of the Customer Experience function.

• Collect and analyse metrics to guide decisions and improve quality, consistency, and efficiency across the team.

• Drive process, tooling, and product improvements that strengthen the customer journey.

• Represent the Customer Experience function in product and cross-functional decision-making forums.

Collaborate Across Rubrik

• Coordinate cross-functionally with Sales, Marketing, Operations, Engineering, QA, and IT to improve overall customer satisfaction.

• Contribute as a key member of the Customer Experience leadership team to broader organizational strategy and process improvement.

• Bachelor’s degree in a computer-related discipline preferred.

• 10+ years of experience in customer experience, customer success, or account management at a technology company.

• Excellent written and verbal communication skills, with the ability to build relationships at all levels —including with customer executives.

• Strong planning, decision-making, staffing, and process-improvement skills.

• Self-driven, proactive, and a collaborative team player.

• Comfortable working across time zones — this role partners closely with teams and customers in the US, reflected in the shift above.

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