Customer Success Engineer, Scaled

Cribl•Denver, CO

1d•Remote

About The Position

Cribl is seeking a technically skilled, customer-focused Scaled Customer Success Engineer to drive product adoption and customer success through tailored one-to-one engagements and scalable one-to-many programs. The role guides customers through their platform journey, provides best-practice advice and technical troubleshooting, and contributes to the development of digital enablement programs. The position is based in the Western United States, with Pacific or Mountain time preferred, at a remote-first company.

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.
Ability to diagnose and resolve complex technical challenges, analyze data for trends, and make data-driven decisions.
Ability to understand customer business objectives and translate them into actionable product adoption strategies.
Experience creating and delivering technical content, including presentations, documentation, and live sessions such as 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%.
Reside in the Western region; Pacific or Mountain time 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 cloud providers such as AWS, Azure, or GCP.
Experience working remotely.
Data engineering or analytics platform administrator/architect experience, such as with 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.
Serve as a trusted technical advisor, providing product expertise and troubleshooting complex customer issues.
Contribute to and participate in one-to-many customer content and programs, including webinars, workshops, and educational materials.
Engage strategically with customers to understand their business needs and align them with product capabilities.
Collaborate with Product, Engineering, Sales, Marketing, and CX Operations to advocate for customer needs, influence product enhancements, and inform digital program content strategy.
Analyze customer behavior and identify common pain points to optimize one-to-one and one-to-many engagement strategies.
Identify churn risks and develop strategies to retain 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 metrics related to customer health, adoption, and engagement, and improve the effectiveness of customer success efforts.