Lead Customer Success Engineer, Rubrik Agent Cloud

About Team & About Role:

Rubrik’s sales organization is a united group of elite cross-functional sales professionals that help companies & government entities achieve resilience against cyberattacks, malicious insiders, and operational disruptions. We offer continuous professional development through our world class sales enablement program and our One Rubrik selling approach provides all the resources you need to exceed your goals, maximize your earnings potential and take your career to the next level. All this while doing something that truly matters, protecting the world's data.

RubrikX is Rubrik's new product incubation organization, chartered to bring the company's next generation of solutions to market. Its Go-To-Market (GTM) function leads Rubrik's objectives for these new solutions, owning the corporate technical GTM strategy and driving the transition of emerging products from early adoption to scale. This is where Rubrik places its biggest bets, and where the field, product, and commercial motions for a new category are defined. All this while doing something that truly matters, securing and accelerating the world's AI transformation.

Rubrik is looking for a Lead Customer Success Engineer (CSE) with hands-on experience in agentic AI technologies to join the RubrikX organization and own the post-sales technical relationship for Rubrik Agent Cloud (RAC). As the lead technical resource for RAC customer success, you will take new RAC customers from initial onboarding through deployment, operationalization, and long-term adoption of the industry's leading agentic AI governance and security platform. You will lead the product adoption and incubation phase for RAC, driving the critical transition from early adoption to a scale-ready customer support model, shaping the customer value realization journey, and serving as the senior technical authority for the broader RAC field team. You will serve as the primary technical point of contact for your accounts and the bridge between customers and Rubrik's Product, Engineering, and Support teams.

What You'll Do (Customer Success Responsibilities):

• Primary technical advisor: Serve as the primary post-sales technical advisor for new RAC customers, guiding them through onboarding, deployment, configuration, and operationalization using best practices and your agentic AI domain expertise.
• Lead deployments: Lead RAC deployments and assist with proof-of-value engagements across customer environments.
• Build success plans: Build and execute customer success plans that explicitly link RAC technical capabilities to high-value business outcomes and align to each customer's AI governance, security, and compliance objectives.
• Drive adoption depth: Own depth and frequency of adoption for your accounts. Your work does not end at activation; you drive real feature utilization that makes RAC an indispensable part of the customer's agentic AI stack.
• Realize product value: Drive customers toward full adoption and value realization by monitoring agentic actions, tuning policy enforcement and guardrails, and demonstrating capabilities such as inventory management, Smart Insights, and Agent Rewind.
• Protect gross retention: Protect gross retention by detecting early-warning signals of churn and taking extreme ownership of both technical and organizational blockers, collaborating with the RAC Sales team to neutralize risks long before the renewal date.
• Build customer champions: Build "power user" champions who participate in case studies, webinars, and events to endorse Rubrik Agent Cloud, and partner with RAC sellers to maintain executive-level alignment as a trusted advisor.
• Validate new features: Perform end-to-end product validation for new features and provide feedback to product management and engineering teams from that testing.
• Run live customer testing: Provide live testing of new features with customers and relay feedback to product management and engineering.
• Serve as pre-sales SME: Support the pre-sales teams by becoming and acting as a subject matter expert on RAC, lending deep technical and product expertise to strategic prospect engagements as needed.

What You'll Do (Lead Responsibilities):

• Bridge the scale gap: Identify and document technical or process friction points that hinder broad RAC adoption, and serve as the primary strategic liaison to Product Management, ensuring field signals directly influence the roadmap.
• Validate field insights: Extract insights from every engagement to map real-world customer needs, evolving personas, and market trends back to strategy. Lead the live testing of new RAC features and messaging with customers, continuously refining the value proposition.
• Architect the CS handoff: Architect the playbooks, health indicators, and "Definition of Ready" required to transition a customer from high-touch incubation to the standard scale-ready support model, and lead the handoff to Customer Success and Support.
• Produce enablement collateral: Produce customer-facing deployment guides, runbooks, and knowledge-transfer materials that support durable adoption and operational readiness.
• Train PS and Support: Develop and deliver technical and procedural training on RAC to the Product Support and Professional Services organizations, equipping them to onboard, troubleshoot, and support customers at scale.
• Act as lead architect: Act as the technical escalation point and Lead Architect for RAC engagements, ensuring the RAC field team is equipped with the latest product behaviors, known limitations, workarounds, and environment-specific best practices.

Preferred Qualifications:

• 8+ years in CS or SE: 8+ years in customer success or sales engineering for security or SaaS products, with meaningful time supporting early-stage (v1/v2) products. You thrive in the gray area of incubation and have the agility to pivot as Rubrik launches new product areas.
• Agentic AI knowledge: A fundamental breadth of technical knowledge in large language models, agentic AI, and agent builder technologies; additional preference for experience with AI governance, security, or observability technologies.
• Agent framework experience: Hands-on experience with one or more AI agent frameworks such as custom agents in LangChain, n8n and Replit. Cloud based AI Frameworks such as  Microsoft Copilot Studio, Copilot 365, Azure AI Foundry, Amazon Bedrock and Google Gemini. Coding/Cowork agents such as Claude, Cortex, Curser, Augment and Github Copilot.
• AI gateway knowledge: Working knowledge of AI gateways such as LiteLLM, Kong, or Portkey.
• MCP knowledge: Working knowledge of MCP servers and MCP Gateways.
• Cloud platform experience: Hands-on experience with at least one major cloud platform (AWS, Azure, and/or GCP), including networking and access management.
• AI governance familiarity: Familiarity with cloud AI governance stacks such as Microsoft Purview, Microsoft Agent 365, Google Model Armor, the Google Govern pillar, and/or AWS Bedrock Guardrails is a strong plus.
• Enterprise relationships: Proven ability to manage enterprise or strategic customers and build relationships from practitioners through Cx0 level.
• GTM savvy: You understand the go-to-market motion and can identify the specific technical and business triggers that qualify a customer for expansion.
• Post-purchase value selling: A master of selling value post-purchase, with the influence to turn technical practitioners into vocal advocates for case studies and industry events.
• Technical documentation: Experience creating both customer-facing and internal technical documentation that explains the process, procedures, and training for software products.
• Cross-functional orchestrator: A cross-functional orchestrator who excels in a pod model, working as a peer to Product Managers, sales, and support to remove blockers and test new methods.

Operating Principles:

• Extreme ownership: Own the end-to-end outcome, not just the activity. Track every live account and show up before you're asked.
• Positive execution: Turn feedback and friction into constant product and process improvement.
• Collective urgency: Bring high-energy, proactive collaboration with all stakeholders to ensure customer satisfaction.
• Hands-on and driven: Driven, highly energetic, with a strong hands-on, "can do" approach.
• Entrepreneurial: Entrepreneurial, willing to go the extra mile, resourceful, with a "get it done" attitude.
• Adaptable: Smart, adaptable, and open-minded.

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