Senior Customer Success Engineer - Cribl

About Cribl

Join Cribl, the company building the telemetry infrastructure for the AI era. We partner with IT and Security teams at half of the Fortune 100, bridging the gap between AI ambition and infrastructure reality. As the AI Platform for Telemetry, we provide choice, control, and flexibility to manage and analyze telemetry for both humans and agents.

We are a fast-growing, remote-first company where software is a people business. Cribl is a place for curious, collaborative individuals to do their best work, grow fast, and bring their full selves to the herd.

Why You'll Love This Role

We're seeking a technically skilled and customer-focused Scaled Customer Success Engineer (CSE) to drive product adoption and customer success through tailored 1:1 engagements and scalable 1:many initiatives. You'll leverage your technical expertise to guide customers, provide best practice guidance, and contribute to our digital enablement programs.

What You'll Do

• Drive Customer Adoption & Enablement: Develop and deliver impactful enablement materials to boost product adoption and achieve quantifiable business results for customers.
• Provide Technical Expertise & Guidance: Act as a trusted technical advisor, offering in-depth product knowledge and troubleshooting assistance for complex customer issues.
• Contribute to 1:Many Initiatives: Collaborate with Customer Advocacy and CX Operations teams on 1:many content, including webinars, workshops, and educational materials.
• Strategic Customer Engagement: Engage with customers strategically to understand their business needs and align them with our product capabilities for successful outcomes.
• Customer Advocacy & Feedback: Serve as a feedback loop to Product, Engineering, Sales, Marketing, and CX Operations teams, championing customer needs and influencing product enhancements.
• Data Analysis & Optimization: Utilize data to understand customer behavior, identify pain points, and optimize 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 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 effectiveness and seeking continuous improvement.
• Work across multiple time zones, with occasional duties outside standard working hours.

What You'll Bring

• Deep Technical Acumen: Strong understanding of data observability and security, including SIEM, APM, logging, and metrics. Comfortable with enterprise software, distributed systems, and cloud environments.
• Customer Success Mindset: Passion for customer success with excellent communication, interpersonal, and presentation skills. Ability to build rapport and address diverse customer needs.
• Problem-Solving & Analytical Skills: Exceptional ability to diagnose and resolve complex technical challenges, analyze data, 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 creating and delivering compelling technical content, including presentations, documentation, and live sessions.
• Collaboration: Proven ability to work cross-functionally with product, engineering, sales, marketing, and customer-facing teams.
• Project Management: Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Customer Success Tools: Familiarity with customer success platforms (e.g., Gainsight) and analytics tools is a plus.

BONUS:

• Experience in a similar scaled customer success or technical account management role.
• Experience with cloud providers (AWS, Azure, GCP).
• Willingness to learn.
• Multi-lingual (French, Spanish, and/or German).

Compensation & Benefits

• Base Salary Range: £80,400—£95,000 GBP
• Incentive Compensation: Eligible for Corporate Bonus Program.
• Benefits Package: May include retirement/pension support, paid holidays and PTO, remote office setup support, equity, and other wellness and support programs (varies by country).

Our Commitment to Diversity

Diversity drives innovation and better decision-making. We are building a culture where differences are valued and welcomed. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other legally protected characteristic.

Learn more about the Cribl herd at cribl.io/about-us.