Customer Retention Manager

The Customer Retention Manager is responsible for reducing churn improving customer health and protecting recurring revenue through early risk detection crossfunctional mitigation and scalable retention programs. The role partners closely with Renewals Customer Success Customer Engagement Competitive Intelligence and Pricing & Packaging to orchestrate coordinated customersave 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 crossfunctional teams handling commercial risk and translating customer insights into save actions.

• 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 subjectmatter expert for Renewals by providing guidance playbooks and strategic support to overcome critical renewal objections.

• Diagnose downsell and downgrade risks recommend rightsizing strategies and deliver valuebased narratives to reinforce ROI and prevent unnecessary revenue loss.
• Partner with Competitive Intelligence to address competitive pricing challenges coach teams on TCO and switchingcost comparisons and collaborate with Pricing on controlled incentive structures.
• Provide Renewals reps with ROI models justification materials paymentflexibility 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.

• 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 conflictresolution skills.

• 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.

• Gross Renewal Rate(GRR)
• Net Renewal Rate (NRR)
• Revenue and logo churn rates
• Save rate on atrisk renewals
• Early risk detection rate
• Renewal forecast accuracy
• Adoption/health score improvement
• Discount hygiene and cost-to-save efficiency
• Time-to-mitigation for escalated risks

Rubrik (RBRK) the Security and AI Operations Company leads at the intersection of data protection cyber resilience and enterprise AI acceleration. Rubrik Security Cloud delivers complete cyber resilience by securing monitoring and recovering data identities and workloads across clouds. Rubrik Agent Cloud accelerates trusted AI agent deployments at scale by monitoring and auditing agentic actions enforcing real-time guardrails fine-tuning for accuracy and undoing agentic mistakes.

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At Rubrik we are dedicated to fostering a culture where people from all backgrounds are valued feel they belong and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the worlds data.

Our goal is to hire and promote the best talent regardless of background. We continually review our hiring practices to ensure fairness and strive to create an environment where every employee has equal access to opportunities for growth and excellence. We believe in empowering everyone to bring their authentic selves to work and achieve their fullest potential.

• Our Company: We are committed to building a merit-based organization that offers equal access to growth and success for all employees globally. Your potential is limitless here.

• Our Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging can thrive and do their best work. Your contributions help us innovate and break boundaries.

• Our Communities: We are dedicated to expanding our engagement with the communities we operate in creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond Rubrik contributing to safer and stronger communities.

Rubrik is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin or protected veteran status and will not be discriminated against on the basis of disability.

Rubrik provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion sex national origin age disability or addition to federal law requirements Rubrik complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

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