Cribl

Customer Success Engineer – Scaled

Cribl

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $100,000 - $140,000 per year

About the role

  • Develop and deliver customized 1:1 adoption and enablement plans for customers, helping them maximize their value from our platform.
  • Act as a trusted technical advisor, offering in-depth product knowledge and troubleshooting assistance to resolve complex customer issues.
  • 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.
  • Engage with customers on a strategic level, identifying their business needs and aligning them with our product capabilities to drive successful outcomes.
  • 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.
  • Utilize data to understand customer behavior, identify common pain points, and contribute insights to optimize both 1:1 and 1:many engagement strategies.
  • Proactively identify churn risks and develop strategies to retain and grow the customer base by demonstrating ongoing value.
  • Identify opportunities to leverage automation and other digital tools to enhance efficiency and personalize the scaled customer experience.
  • Track key metrics related to customer health, adoption, and engagement, reporting on the effectiveness of your efforts and continuously seeking improvements.

Requirements

  • Strong understanding of the data observability and security space, including technologies like SIEM, APM, logging, and metrics.
  • A passion for helping customers succeed, with excellent communication, interpersonal, and presentation skills.
  • Exceptional ability to diagnose and resolve complex technical challenges, analyze data to identify trends, and make data-driven decisions.
  • Capability to understand customer business objectives and translate them into actionable product adoption strategies.
  • Experience in creating and delivering compelling technical content, including presentations, documentation, and live sessions (e.g., webinars).
  • Proven ability to work cross-functionally with product, engineering, sales, marketing, and other customer-facing teams.
  • Strong organizational skills with the ability to manage multiple priorities and projects simultaneously in a fast-paced environment.
  • 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
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data observabilitysecuritySIEMAPMloggingmetricsdata analysistechnical content creationproduct adoption strategiescustomer engagement strategies
Soft Skills
communicationinterpersonal skillspresentation skillsproblem-solvingorganizational skillscross-functional collaborationcustomer advocacystrategic thinkingadaptabilitycustomer success