Customer Success Engineer

About the Opportunity

The Customer Success Engineer (CSE) acts as a trusted advisor for the customer in achieving customer outcomes, value and success with Cribl solutions. This highly technical role needs to coordinate and strategize across several functions to enable customers to realize continuous value. 

The CSE must be ready to engage with various technical and management functions within an organization and demonstrate the value of Cribl in business discussions with company executives. The CSE’s goal is to help the customer achieve their data goals and realize the value of their investment in Cribl.

What You'll Accomplish:

• Act as a trusted/strategic advisor for customers, driving the entire Customer Success lifecycle from onboarding to expansion

• Become the trusted Cribl expert as customers build out data pipelines to transform data in their organization

• Establish and maintain relationships with stakeholders and senior management to drive success plans and KPIs at our largest customers

• Drive adoption and expansion of existing use cases and advise/develop additional use cases with the customer.

• Keep your finger on the pulse of your customers and keep things flowing for them.  This includes use case initiatives, troubleshooting efforts, Cribl certification progress, 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

• Continually inspire, mentor, and coach team members as an integral piece of the Customer Experience organization

What You’ll Bring:

• Minimum of 5 years in a related function with direct customer advocacy and engagement experience in post-sales with passion for customer success 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 you are also a conversation starter.

• Proven track record and experience 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 good technical and problem-solving skills

• Willingness to travel as needed (up to 25%)

Bonus Points/Preferred Qualifications:

• 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

• You live in- NY, NJ, PA, VA, MD, DC, or NC

Salary Range ($91,200 - $145,000)

The salary for this role is dependent on geographic location. The salary offered within the range described will be based on the individual candidate’s job-related knowledge, skills, and experience.  In addition to a competitive salary, Cribl also offers a generous benefits package which includes health, dental, vision, short-term disability, and life insurance, paid holidays and paid time off, a fertility treatment benefit, 401(k), equity, and eligibility for a discretionary company-wide bonus.

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