Senior Customer Success Engineer

Why You’ll Love This Role

The Customer Success Engineer (CSE) is the primary post-sales customer advocate.  As a CSE you are hyper-focused on ensuring adoption is achieved and value is realized for the customer.  You act as a highly technical, trusted advisor to ensure the customer achieves their use cases and business outcomes using Cribl solutions. Your role often involves collaboration within Cribl, with partners, and certainly with the customer. 

The CSE must be ready to engage with both technical and management functions within an organization and demonstrate the value of Cribl in business discussions with company executives.

As An Active Member Of Our Team, You Will…

• Act as a trusted, strategic and technical advisor to customers, driving the entire Customer Success lifecycle from onboarding to expansion
• Establish and maintain relationships with stakeholders and senior management to drive Enablement, Adoption, and Value plans among other customer-centric initiatives
• Drive adoption and value while inspiring/discovering additional opportunities for Cribl further Cribl value
• Keep your finger on the pulse of your customers and keep things flowing for them.  This includes driving and recommending use case initiatives, troubleshooting, encouraging and advocating for certification and training, etc
• Clear, effective communicator and collaborator working cross-functionally with the Cribl sales, marketing, product, experience, and engineering teams as the voice of the customer
• Track metrics and other customer-specific information with the Cribl Customer Success Platform to ensure maximum observability of our customer base and awareness of signs of customer distress/success.
• Continually inspire, mentor, and coach team members as an integral piece of the Customer Experience organization
• We are a remote-first company and work happens across many time-zones – you may be required to occasionally perform duties outside your standard working hours

If You’ve Got It - We Want It

• Minimum of 5 years in a related function with direct customer advocacy and engagement experience in post-sales with passion for customer success, an engineering-first approach, and empathy for customer outcomes and value
• A customers-first mindset with great communication and relationship management skills that can manage customer expectations through being empathetic and listening to our customers
• You take the time to listen and comprehend but are also a conversation starter.
• Proven track record and experience working with large complex enterprises and developing relationships in a high growth environment
• Proven track record and experience as an engineer working with large complex enterprises and developing relationships in a high-growth environment
• Experience with Observability, Logs, Metrics, IT Operations, and Security with a deep understanding of managing data pipelines through the entire data lifecycle
• Proven ability to drive continuous product value by developing new use-cases relating to reducing, reusing, enriching, and routing data to achieve customer outcomes
• Quick learner with strong engineering and problem-solving skills
• Willingness to travel as needed (up to 15%-20%)
• BONUS:
  
  • Data Engineering/Analytics platform administrator/architect experience (i.e. Splunk, Elastic, Datadog, Snowflake, etc.)
  • Solid technical understanding of managing customers through Customer Success Platforms such as GainSight or PlanHat
  • Working knowledge of major cloud providers (AWS, Azure, GCP)
  • Good jokes, or maybe better, bad jokes
  • Loves talking to customers and solving problems
  • Experience working remotely

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