Customer Success Engineer- Scaled

Cribl

4d•$100,000 - $140,000•Remote

About The Position

Cribl does differently. What does that mean? It means we are a serious company that doesn’t take itself too seriously; and we’re looking for people who love to get stuff done, and laugh a bit along the way. We’re growing rapidly - looking for collaborative, curious, and motivated team members who are passionate about putting customers first. As a remote-first company we believe in empowering our employees to do their best work, wherever they are. As the data engine for IT and Security many of the biggest names in the most demanding industries trust Cribl to solve their most pressing data needs. Ready to do the best work of your career? Join the herd and unlock your opportunity. We're looking for a technically skilled and customer-focused Scaled Customer Success Engineer (CSE) to join our team. In this role, you'll be instrumental in driving product adoption and ensuring the success of our customers through a combination of tailored 1:1 engagements and scalable 1:many initiatives. You'll leverage your technical expertise to guide customers through their journey, provide best practice guidance, and contribute to the evolution of our digital enablement programs.

Requirements

Deep Technical Acumen: Strong understanding of the data observability and security space, including technologies like SIEM, APM, logging, and metrics. You should be comfortable with enterprise software, distributed systems, and cloud environments.
Customer Success Mindset: A passion for helping customers succeed, with excellent communication, interpersonal, and presentation skills. You can build rapport quickly and effectively address diverse customer needs.
Problem-Solving & Analytical Skills: Exceptional ability to diagnose and resolve complex technical challenges, analyze data to identify trends, and make data-driven decisions.
Strategic Thinking: Capability to understand customer business objectives and translate them into actionable product adoption strategies.
Content Creation & Delivery: Experience in creating and delivering compelling technical content, including presentations, documentation, and live sessions (e.g., webinars).
Collaboration: Proven ability to work cross-functionally with product, engineering, sales, marketing, and other customer-facing teams.
Project Management: Strong organizational skills with the ability to manage multiple priorities and projects simultaneously in a fast-paced environment.
Experience with Customer Success Tools: Familiarity with customer success platforms (e.g., Gainsight) and analytics tools is a plus
Willingness to travel as needed (up to 15%-20%)
You live in United States or Canada

Nice To Haves

Experience in a similar scaled customer success or technical account management role.
Experience with various cloud providers (AWS, Azure, GCP).
Experience working remotelyData Engineering/Analytics platform administrator/architect experience (i.e. Splunk, Elastic, Datadog, Snowflake, etc.)

Responsibilities

Drive Customer Adoption & Enablement: Develop and deliver customized 1:1 adoption and enablement plans for customers, helping them maximize their value from our platform.
Provide Technical Expertise & Guidance: Act as a trusted technical advisor, offering in-depth product knowledge and troubleshooting assistance to resolve complex customer issues.
Contribute to 1:Many Initiatives: Collaborate with Customer Advocacy and CX Operations teams to contribute to and participate in 1:many content, including webinars, workshops, and educational materials, to drive broad customer understanding and adoption.
Strategic Customer Engagement: Engage with customers on a strategic level, identifying their business needs and aligning them with our product capabilities to drive successful outcomes.
Customer Advocacy & Feedback: Serve as a vital feedback loop, collaborating with internal teams (Product, Engineering, Sales, Marketing, CX Operations) to champion customer needs, influence product enhancements, and contribute to our digital program's content strategy.
Data Analysis & Optimization: Utilize data to understand customer behavior, identify common pain points, and contribute insights to optimize both 1:1 and 1:many engagement strategies.
Churn Mitigation & Growth: Proactively identify churn risks and develop strategies to retain and grow the customer base by demonstrating ongoing value.
Process Improvement & Automation: Identify opportunities to leverage automation and other digital tools to enhance efficiency and personalize the scaled customer experience.
Measure & Report: Track key metrics related to customer health, adoption, and engagement, reporting on the effectiveness of your efforts and continuously seeking improvements.