The Customer Retention Manager 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.
Key Responsibilities1. Churn Risk Identification & Health Intelligence
- 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.
3. Renewal Objection Handling
Serve as the subject‑matter expert for Renewals by providing guidance, playbooks, and strategic support to overcome critical renewal objections.
- Diagnose downsell and downgrade risks, recommend right‑sizing strategies, and deliver value‑based narratives to reinforce ROI and prevent unnecessary revenue loss.
- Partner with Competitive Intelligence to address competitive pricing challenges, coach teams on TCO and switching‑cost comparisons, and collaborate with Pricing on controlled incentive structures.
- Provide Renewals reps with ROI models, justification materials, payment‑flexibility options, pricing guardrails, and negotiation strategies to resolve budget and pricing objections while protecting retention revenue.
4. Preemptive Retention Programs
- 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.
5. Insights, Reporting & Executive Readouts
- 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.
Process, Tooling & Enablement
- 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.
Required Qualifications
- 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 conflict‑resolution 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 at‑risk 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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Inclusion @ RubrikAt 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 world’s 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 inclusion strategy focuses on three core areas of our business and culture: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 genetics. In 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.
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please contact us at [email protected] if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
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Skills Required
- 8+ years of experience in Renewals, Customer Success, Account Management, or Customer Operations; SaaS experience preferred
- Strong analytical and commercial acumen, including experience with pricing, TCO, ROI, and competitive objections
- Ability to influence cross-functional teams and lead risk discussions with executive stakeholders
- Experience with Salesforce, Gainsight or customer success platforms, and BI tools such as Tableau, Power BI, or Looker
- Strong communication, negotiation, and conflict-resolution 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, including GRR, NRR, churn, discount impact, and unit economics
What the Team is Saying
Rubrik Compensation & Benefits Highlights
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Healthcare Strength — Multiple UMR and Kaiser plans feature 100% covered preventive care and low employee premiums on HDHPs, with employer HSA funding of $900 (individual) or $1,800 (family). Modern Health adds depth with 10 therapy and 10 coaching sessions at no cost.
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Parental & Family Support — Inclusive fertility coverage via Progyny offers concierge support and access to a broad specialist network. Paid parental and family-care leaves are described as generous, with disability top‑up pay noted even if exact weeks aren’t publicly listed.
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Equity Value & Accessibility — An ESPP provides a 15% discount with a lookback across a 24‑month offering period and four 6‑month purchase windows. This structure makes equity participation accessible and valuable for a public company.
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What We Do
Rubrik (NYSE: 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.
Why Work With Us
At Rubrik, we believe in the Power of You. You have limitless potential to grow, innovate, and create meaningful impact. United by our purposeful mission, we empower you to boldly pursue your ambitions, shape the future of cybersecurity, and make your unique mark on what we're building. Join us, and unlock your infinite potential.
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