Customer Success Engineer, Scaled - Cribl

About the Role

We are looking for a technically skilled and customer-focused Scaled Customer Success Engineer (CSE) to join our team. You will be instrumental in driving product adoption and ensuring customer success through a blend of 1:1 engagements and scalable 1:many initiatives. You will act as a trusted technical advisor, guiding customers through their journey and contributing to our digital enablement programs.

Key Responsibilities

• Drive Adoption: Develop and deliver customized 1:1 adoption and enablement plans.
• Technical Guidance: Provide in-depth product knowledge and troubleshooting assistance for complex issues.
• 1:Many Initiatives: Collaborate with Customer Advocacy and CX Operations to create webinars, workshops, and educational materials.
• Strategic Engagement: Align customer business needs with product capabilities to drive successful outcomes.
• Feedback Loop: Champion customer needs internally to Product, Engineering, and Marketing teams.
• Data Optimization: Use data to identify customer behavior trends and optimize engagement strategies.
• Churn Mitigation: Proactively identify risks and develop strategies to retain and grow the customer base.
• Process Improvement: Leverage automation and digital tools to enhance efficiency and personalization.

What You Bring

• Technical Acumen: Strong understanding of data observability and security (SIEM, APM, logging, metrics).
• Customer Success Mindset: Excellent communication, interpersonal, and presentation skills.
• Analytical Skills: Ability to diagnose complex technical challenges and make data-driven decisions.
• Content Creation: Experience creating and delivering technical content (presentations, documentation, webinars).
• Collaboration: Proven ability to work cross-functionally across technical and business teams.
• Project Management: Strong organizational skills to manage multiple priorities in a fast-paced environment.
• Location: Must reside in the West Region (PST or MST strongly preferred).
• Travel: Willingness to travel as needed (up to 15%-20%).

Bonus Points

• Experience in scaled customer success or technical account management.
• Proficiency with cloud providers (AWS, Azure, GCP).
• Experience with data engineering/analytics platforms (Splunk, Elastic, Datadog, Snowflake, etc.).