Rubrik: Customer Success Manager - Growth and Retention — Palo Alto, CA

About Rubrik

Rubrik provides data-security and resilience technology for organisations facing cyberattacks, malicious activity and operational disruption. Its recruitment material discusses protecting enterprise information, including data held in business software and cloud environments. The described portfolio includes security and protection for SaaS applications, with attention to access, backup and recovery. Its business connects the technical handling of information with an organisation's ability to keep critical data protected and to recover when normal operations are disrupted.

The position and its setting

Rubrik lists Customer Success Manager - Growth and Retention in Palo Alto, CA, under reference 8140013. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Department: Support
• Employer listing date: 19 August 2026

Responsibilities and work described

• The Customer Success Manager - Growth and Retention is responsible for reducing churn, improving customer health, and protecting recurring revenue through early risk detection, cross‑functional mitigation, and scalable retention programs
• The role partners closely with Renewals, Customer Success, Customer Engagement, Competitive Intelligence, and Pricing & Packaging to orchestrate coordinated customer‑save strategies
• This role also provides renewal objection handling expertise, enabling teams to navigate downsells, downgrades, competitive threats, pricing pushback, TCO/ROI concerns, and budget constraints
• The ideal candidate excels at influencing cross‑functional teams, handling commercial risk, and translating customer insights into save actions
• 1
• Churn Risk Identification & Health Intelligence
• Maintenance: 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
• Collaboration: with Competitive Intelligence to map competitive displacement trends and update counter strategies
• 2
• Cross‑Functional Risk Orchestration (Renewals, CS, CI, Pricing)
• Leadership: weekly renewal risk reviews/war rooms with Renewals, CSMs/CEMs, and Sales to align on mitigation actions
• Building: 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

Essential requirements and candidate background

• Analytical and commercial acumen with experience handling pricing, TCO, ROI, and competitive objections
• Influence cross-functional teams and lead risk discussions with executive stakeholders
• Experience: Salesforce, Gainsight/CS platforms, and BI tools like Tableau, Power BI, or Looker
• Communication, negotiation, and conflict‑resolution skills

Experience and professional background

• 8+ years in Renewals, Customer Success, Account Management, or Customer Operations (SaaS preferred)

Preferred experience and additional strengths

• Experience: competitive intelligence, pricing strategy, or deal desk functions
• Experience running war rooms or escalation workflows
• Background in program management or enablement
• Understanding: SaaS economics: GRR, NRR, churn, discount impact, unit economics

Location, schedule and contract conditions

For this overseas or regional listing, confirm work authorisation and any location restrictions with the employer. The location does not establish visa sponsorship or permission to work remotely from India.

• Advertised location: Palo Alto, CA

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Customer Success Manager - Growth and Retention vacancy is not an offer for reference 8140013; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to Rubrik

Applications follow the official employer page linked below.

Open the official Rubrik posting below and match the title and reference 8140013.

Compare your qualifications and experience with the essential conditions for the Palo Alto, CA position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Practical preparation: Salesforce

Salesforce experience should identify the users and workflow, then explain the configuration, development or integration you handled. A concrete example helps distinguish administration from application development or process design.

Relevant skills

• Salesforce
• Power BI
• Tableau
• AI
• audit
• sales
• account management
• training