Customer Success Engineer

Position Overview

Cribl is a rapidly growing, remote-first company looking for collaborative, curious, and motivated team members who are passionate about putting customers first. As the data engine for IT and Security, many of the biggest names in demanding industries trust Cribl to solve their most pressing data needs. We are looking for individuals who love to get stuff done and laugh along the way.

Why You’ll Love This Role

The Customer Success Engineer (CSE) is the primary post-sales customer advocate. As a CSE, you will be hyper-focused on ensuring customer adoption and value realization. You will act as a highly technical, trusted advisor, ensuring customers achieve their use cases and business outcomes using Cribl solutions. This role often involves collaboration within Cribl, with partners, and 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.

Responsibilities

• 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 to further Cribl value.
• Keep a pulse on customers and ensure things flow smoothly for them. This includes driving and recommending use case initiatives, troubleshooting, encouraging and advocating for certification and training, etc.
• Act as a clear, effective communicator and collaborator, working cross-functionally with 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.

Requirements

• Minimum of 5 years in a related function with direct customer advocacy and engagement experience in post-sales, with a passion for customer success, an engineering-first approach, and empathy for customer outcomes and value.
• A customer-first mindset with great communication and relationship management skills that can manage customer expectations through empathy and active listening.
• 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%).
• Must live in the San Francisco Bay Area, preferably North Bay (City, Oakland, San Mateo areas).

Preferred Qualifications

• Data Engineering/Analytics platform administrator/architect experience (e.g., Splunk, Elastic, Datadog).

Company Information

Cribl is a serious company that doesn’t take itself too seriously. We are a remote-first company that believes in empowering our employees to do their best work, wherever they are. Join the herd and unlock your opportunity.