Rubrik · 22 hours ago
Customer Experience Manager - US
Palo Alto, CA
Full-time
Hybrid
Senior Level, Lead/Staff
$123K/yr - $185K/yr
8+ years expRubrik is a leader in data protection and cyber resilience, dedicated to providing a world-class post-purchase experience through its Global Customer Support and Success Organization. The Customer Experience Manager will drive the post-sales journey for select Enterprise Accounts, ensuring customer satisfaction, engagement, and successful adoption of Rubrik's SaaS products.
Cloud ComputingCloud Data ServicesData ManagementInformation TechnologySecuritySoftware
Responsibilities
Become familiar with the account background, key stakeholders, goals, requirements and expectations of Rubrik
Ensure timely responses & communications to provide a high degree of customer satisfaction
Jointly develop a success plan and drive to achieve the customer’s goals and objectives
Be flexible, provide a tailored, comprehensive, focused and value driven customer experience
Own and drive the customer’s overall journey, experience, and touch points with Rubrik
Monitor customer’s environment, identify proactive activities to prevent issues, and keep the account in good standing
Provide insight, performance benchmarking, and recommendations to the customer
Collaborate with other organizations such as Sales, Marketing, Engineering, PM, and IT to improve overall customer satisfaction
Engage Support, escalation, and Engineering teams as needed to ensure an optimal Rubrik experience for the customer
Manage account/case escalations, including customer and account team expectations around support, create virtual cross-functional teams as needed to achieve customer satisfaction
Drive continuous improvement, lessons learned and other processes to prevent escalations
Develop POC awareness with SE and Account directors and generates weekly reports for customer and support teams
Manage escalations, initiate conference calls, and drive to closure while delivering timely updates to stakeholders
Coordinate, craft and deliver/discuss Root Cause Analysis (RCA) documents on customer issues
Closely monitor top issues/trends, take the necessary proactive actions to prevent or limit customer exposure
The CEM role also encompasses the entire customer lifecycle including on-boarding, ongoing experience, and measures to ensure Rubrik product adoption, growth, and renewals
Qualification
Required
Competent, Knowledgeable, and Confident – Able to coordinate and lead required resources to address customer's requirements
Passionate about Customers - Strong customer orientation being proactive and positive by nature
Cross-Functional & Collaborative – Able to assemble and lead team initiatives/resources
Excellent presentation, written, and verbal communication skills
Has proven experience with Escalation management, Proactive account management skills at the global Enterprise level
Self-driven, proactive, hardworking, team-player with a good sense of humor
Excellent interpersonal and teamwork skills, Proven ability to develop working relationships at all levels of management
Proven ability to partner successfully with multiple teams and customers outside their direct influence
Able to travel to other locations and customer sites on occasion
Willing to work outside standard business hours when situations dictate
Preferred
Bachelors degree in a computer-related discipline is preferred
8+ years of experience in a customer experience and/or account management role in a technology-based company
Benefits
Bonus potential
Equity
Benefits
Company
Rubrik
Rubrik is a data security platform that delivers cyber resilience, cyber posture, and cyber recovery solutions.
1001-5000 employees
H1B Sponsorship
Rubrik has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (147)
2024 (94)
2023 (81)
2022 (111)
2021 (93)
2020 (51)
Funding
Current Stage
Public CompanyTotal Funding
$1.55BKey Investors
MicrosoftMeros Equity Global ManagementBain Capital Ventures
2025-05-11Post Ipo Debt· $1B
2024-10-08Post Ipo Secondary
2024-04-25IPO
Leadership Team
Arvind Nithrakashyap
Co-Founder and CTO
Filip Verloy
CTO EMEA & APJ Rubrik X
Recent News
The Motley Fool
2026-01-13
2026-01-13
2026-01-06
Company data provided by crunchbase