# Retention Manager

- Link: https://100xfounder.com/job/rubrik-retention-manager-0e2258/
- Published: 2026-08-26T21:45:06+05:30
- Author: Ishaan Vardhan

### Customer Retention Manager

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 Responsibilities

### 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.

### 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

#LI-DR2

### 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.

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| [Rubrik.com](https://www.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, age, disability, genetic information, protected
veteran status, or any other status protected by applicable law. Rubrik provides
equal employment opportunities to employees and applicants in all terms and conditions
of employment, including recruiting, hiring, promotion, compensation, training, 
leave, and termination.

Rubrik provides reasonable accommodations to qualified applicants and employees 
with disabilities in accordance with applicable law. If you need an accommodation
to participate in the application process or to perform your job, please contact
[hr@rubrik.com](https://100xfounder.com/job/rubrik-retention-manager-0e2258/hr@rubrik.com).
Accommodations may include changes to the application process, documents in an alternate
format, a sign language interpreter, or specialized equipment.

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