Customer Success Engineer, Scaled

Cribl • Denver, CO

2d • $110,000 - $150,000 • Remote

About The Position

Cribl is seeking a technically skilled, customer-focused Scaled Customer Success Engineer to drive customer adoption and success through tailored one-to-one engagements and scalable one-to-many initiatives. The role uses technical expertise to guide customers through their journey, provide best-practice advice, resolve complex issues, and help evolve digital enablement programs. The position is remote-first and is based in the Western United States, with Pacific or Mountain time zones strongly preferred. Travel may be required as needed, up to 15%–20%, and occasional duties outside standard working hours may be required due to work across time zones.

The successful candidate will act as a trusted technical advisor, align customer business needs with product capabilities, and collaborate across customer-facing and internal teams. They will also use customer data to identify patterns and risks, improve engagement strategies, support retention and growth, and contribute to content such as webinars, workshops, and educational materials.

Requirements

• Strong understanding of data observability and security, including SIEM, APM, logging, and metrics.
• Comfort with enterprise software, distributed systems, and cloud environments.
• Excellent communication, interpersonal, and presentation skills, with the ability to build rapport and address diverse customer needs.
• Exceptional technical problem-solving and analytical skills, including diagnosing complex challenges, identifying trends, and making data-driven decisions.
• Ability to understand customer business objectives and translate them into actionable product adoption strategies.
• Experience creating and delivering technical content, such as presentations, documentation, and live sessions or webinars.
• Proven ability to collaborate cross-functionally with product, engineering, sales, marketing, and customer-facing teams.
• Strong organizational and project management skills, including the ability to manage multiple priorities in a fast-paced environment.
• Willingness to travel as needed, up to 15%–20%.
• Live in the Western United States; Pacific or Mountain time zone is strongly preferred.

Nice To Haves

• Familiarity with customer success platforms such as Gainsight and analytics tools.
• Experience in a scaled customer success or technical account management role.
• Experience with AWS, Azure, or GCP.
• Experience working remotely.
• Data engineering or analytics platform administrator or architect experience with platforms such as Splunk, Elastic, Datadog, or Snowflake.

Responsibilities

• Develop and deliver customized one-to-one adoption and enablement plans to help customers maximize value from the platform.
• Provide product expertise, technical guidance, and troubleshooting assistance for complex customer issues.
• Collaborate with Customer Advocacy and CX Operations teams on one-to-many content, including webinars, workshops, and educational materials.
• Engage strategically with customers to understand business needs and align them with product capabilities.
• Share customer feedback with Product, Engineering, Sales, Marketing, and CX Operations; advocate for customer needs and inform product enhancements and digital content strategy.
• Analyze customer behavior and pain points to help optimize one-to-one and one-to-many engagement strategies.
• Identify churn risks and develop strategies to retain customers and grow the customer base by demonstrating ongoing value.
• Identify opportunities to use automation and digital tools to improve efficiency and personalize the scaled customer experience.
• Track and report on customer health, adoption, and engagement metrics, and continuously improve the effectiveness of customer success efforts.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Short-term disability insurance
• Life insurance
• Paid holidays
• Paid time off
• Fertility treatment benefit
• 401(k)
• Equity
• Corporate Bonus Program eligibility for roles other than sales and some sales-adjacent roles
• Incentive compensation (commission) eligibility for sales and some sales-adjacent roles

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed