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.
1. Churn Risk Identification & Health Intelligence
Maintain a standardized customer risk scoring framework leveraging health signals, product usage, support patterns, sentiment, and competitive exposure.
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).
Don't want to miss the next one?
Subscribe to daily email alerts for roles matching your interests.
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.
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.
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
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.
EEO IS THE LAW
NOTIFICATION OF EMPLOYEE RIGHTS UNDER FEDERAL LABOR LAWS
Similar roles you might like
More openings like this one — take a look before you go.
