Description
About the role
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.
What you’ll do
1. 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.
2. Cross‑Functional Risk Orchestration (Renewals, CS, CI, Pricing)
- 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.
6. 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.
Experience you’ll need
- 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.
Preferred Qualifications
- 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.
Key Metrics (KPIs)
- 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
#LI-PM2
Join Us in Securing and Accelerating the World's AI Transformation
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.
Linkedin | X (formerly Twitter) | Instagram | Rubrik.com
Inclusion @ Rubrik
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 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.
Equal Opportunity Employer/Veterans/Disabled
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 hr@rubrik.com 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.
Similar jobs
Est. 70,000 USD
Position Overview The Small Business Account Manager is responsible for managing a portfolio of Small Business customer accounts, with a primary focus on customer retention, net dollar retention (NDR), renewals, cross-se…
Role OverviewYou are a senior product leader who wants to shape how AI transforms IT and cyber risk management at scale. In this role, you will own one of the most strategic product areas in a global GRC SaaS platform, d…
Est. 65,000 EUR
Role Overview You’re a hands-on backend engineer who enjoys owning features end to end and working on real products that customers rely on every day. In this Software Engineer II role, you’ll help build and evolve a Thir…
Est. 120,000 GBP
Most AI roles keep you at arm’s length from the people the agents are supposed to help. This one puts you in the room with them. We’re building AI agents for risk managers, internal auditors, and compliance professionals…
About the role As a Customer Success Manager I at 3rdRisk, you're the person who turns a new customer into a confident, successful one. You own onboarding from kickoff to go-live — guiding organizations through implement…
Est. 80,000 EUR
Position Overview: A Manager, Services allocates resources and ensures full team utilization while overseeing quality across the Professional Services customer journey. They coach and mentor the team, lead recruitment an…
Est. 147,500 USD
Role OverviewYou’re a seasoned Site Reliability Engineer who loves owning complex infrastructure, making things run faster, safer, and with less manual effort. In this Staff‑level role, you’ll design and operate VMware‑b…
Role Overview As an Analyst II, Security Engineer, you’ll play a key role in keeping Diligent’s corporate systems, infrastructure, and cloud environments secure. You’ll work hands-on with modern security tools, partner w…
Est. 90,000 GBP
Here’s a summary of the role: Build software that matters, take real technical ownership, and use modern AI tooling to do your best work. This is a hands-on senior engineering role for someone who enjoys solving complex…
Est. 80,000 GBP
Here’s a summary of the role: Build cloud software that matters, grow your technical depth, and use modern AI tooling to do your best work. This is a hands-on engineering role for someone who enjoys solving product probl…
Must be based in VancouverThe role We're hiring a dedicated data engineer to own the production data platform that our delivery, product, and engineering teams run on; designing integrated, governed data pipelines and de…
Est. 84,000 EUR
Position Overview Spend your days making a difference, not just working for a living. At Diligent, we build Security, Risk Management, Compliance, and Audit software that helps uncover fraud, waste, environmental risks,…
Overview We are seeking a hands-on Director of AI Software Engineering to lead and scale AI engineering efforts supporting multiple business units across Governance, Risk, and Compliance (GRC). This role sits at the inte…
Role Overview: As a Partner Renewal Specialist, you will be responsible for managing and growing the renewal book of business across Diligent's channel and strategic partner ecosystem. You will work closely with partners…
Est. 120,000 EUR
Position Overview As a Staff Software Engineer, you'll provide technical leadership, raise engineering standards, and help teams build secure, scalable SaaS products that leverage AI. This is a hands-on senior individual…
Est. 275,000 USD
We're looking for a Head of Enterprise & Field Marketing to lead and scale our global field marketing organization, own account-based marketing for our largest and most strategic accounts, drive alliances and partner…
Here's a summary of the role: Identity infrastructure is not glamourware. It doesn't get standing ovations at company all-hands. But it is the thing every product in the portfolio depends on, and when it breaks, everyone…
Est. 80,000 GBP
Here’s a summary of the role: Diligent is seeking a Service Sales Manager (Risk & Audit) to join our Professional Services department. The Services Sales team works closely with Sales to ensure the appropriate profes…
Est. 111,640 USD
Position Overview Diligent is looking for an experienced GRC Advisor to join the team and work on Key accounts to drive adoption and retention and identify areas for expansion within our platform. This position will leve…
You’ll shape the future of a business‑critical platform as the technical lead across both product engineering and cloud infrastructure. You’ll modernize a mature .NET application running on AWS today, while steering its…
Here’s a summary of the role: Every enterprise deal reaches the moment where someone in security says “prove it.” You’re the person who answers — quickly, accurately, and with the evidence to back it up. As an Analyst II…
Position Overview Diligent is looking for an experienced GRC Advisor to join the team and work on Key accounts to drive adoption and retention and identify areas for expansion within our platform. This position will leve…
Est. 124,000 USD
Position Overview: We are seeking a Senior Web Engineer to own and improve the technical foundation of our marketing web platform while building high-quality web experiences that support our brand, marketing, conversion,…
Est. 107,000 USD
Position Overview: The Senior Financial Analyst will play a critical role in supporting Diligent’ s financial planning and analysis efforts across assigned regions or business areas. This role provides deep insights and…
Est. 60,000 EUR
Position Overview: As a Senior Software Engineer at Diligent, you’ll be hands-on in shaping the future of our platform by designing and delivering secure, scalable, and high-performing microservices that power our SaaS s…
Platform administration isn't the part of the product anyone screenshots for a demo. Nobody's writing a blog post about your identity provisioning flow. But it's the thing every other team at Diligent quietly depends on…
Here’s a summary of the role: Lead a strong engineering team, deliver software that matters, and help people do the best work of their careers. This is a hands-on team management role for someone who enjoys combining peo…
Here’s a summary of the role: You are a seasoned AI engineer ready to design, ship, and own production‑grade agentic systems that solve real enterprise problems. At Diligent, you’ll take technical ownership of Compliance…
Position Overview: The Solutions Sales Director will be seen as a technical expert with a strong knowledge of Diligent's products. This position will play an instrumental role in driving revenue growth for Diligent for e…
Est. 70,000 USD
Total Compensation: $60,000 base / $80,00 OTE Hiring Locations: Must be based in Washington DC/commutable distance Work Schedule: This is a hybrid position. 3 days in office in Washington DC (Tuesday, Wednesday and Thurs…