Customer Retention Manager

Palo Alto, CA HQ Officefull timeOn Site

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Customer Retention Manager at Rubrik · LumiJobs

senior

$173k–$259k

H1B: yes

Rubrik Customer Retention Manager at Rubrik responsible for reducing churn and protecting recurring revenue through risk detection and retention programs. Partners cross-functionally to orchestrate customer-save strategies and provide renewal objection handling expertise.

Responsibilities

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.
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.
Renewal Objection Handling
Serve as the subject‐matter expert for Renewals by providing guidance, playbooks, and strategic support to overcome critical renewal objections.

Qualification

8+ years in RenewalsExperience with SalesforceStrong communicationExperience in competitive intelligenceStrong understanding of SaaS economicsKey Metrics (KPIs)Gross Renewal Rate(GRR)Net Renewal Rate (NRR)Revenue and logo churn rates

Required

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

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