Customer Success Engineer - SLED

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 product expert as customers build out observability 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

• Communicate effectively to our tech touch customers utilizing our customer success platform to automate our ability to respond using data-driven metrics

• Drive continued and expanded value by expanding usage of existing use cases and identifying new use cases, teams and data sources to reduce, enrich, and route data

• Clear, effective communicator and collaborator working cross-functionally with the Cribl sales, marketing, product, experience, and engineering teams as the voice of the customer

• Keep our customers healthy in their customer journey with Cribl to realize value with their purchase and continue to grow as a customer

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

• This position may require stand-by, on-call, or off-hours duties.

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

• Technical experience within the State, Local, or Education space.

• A customers-first mindset with great communication and relationship management skills that can manage customer expectations through being empathetic and listening to our customers

• 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

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

• Experience calling on SLED

Salary Range ($91,200 - $155,000)

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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