Senior Customer Success Engineer

Cribl; United Kingdom; Remote; GBP 80,000 - 95,000; Full time

Job summary

Cribl is hiring a technically skilled Scaled Customer Success Engineer to drive product adoption and strategic engagement across customers in a remote-first setup. You will guide customers through complex telemetry and observability challenges, delivering best-practice guidance and contributing to scalable enablement programs.

You will collaborate with Product, Engineering, Sales and CX teams to optimize customer health, adoption metrics, and value realization, while proactively mitigating churn

Qualifications

• Deep technical acumen in data observability, SIEM, APM, logging and metrics; enterprise software and cloud environments.
• Strong customer-facing mindset with excellent communication, interpersonal and presentation skills.
• Problem-solving and analytical abilities to diagnose complex technical challenges and drive data-driven decisions.
• Strategic thinking to align customer objectives with product capabilities.
• Experience in creating and delivering technical content (presentations, docs, live sessions).
• Proven collaboration across product, engineering, sales and marketing teams.
• Solid project management skills to handle multiple priorities in a fast-paced setting.
• Familiarity with customer success platforms (e.g., Gainsight) and analytics tools is a plus.
• Bonus: experience in scaled CS or TAM roles; cloud provider experience (AWS, Azure, GCP); multilingual (French/Spanish/German).

Responsibilities

• Drive customer adoption and enablement through tailored 1:1 and scalable 1:many initiatives.
• Provide technical expertise and troubleshooting to resolve complex customer issues.
• Collaborate on 1:many content like webinars and workshops to boost understanding and adoption.
• Engage with customers at a strategic level to align needs with product capabilities.
• Serve as feedback conduit to Product, Engineering, Sales, Marketing and CX Operations.
• Use data to understand customer behavior and optimize engagement strategies.
• Identify churn risks and develop retention and growth strategies.
• Identify opportunities to automate and digitalize the scaled customer experience.
• Track and report on key metrics related to customer health and adoption.

Skills

Technical acumen

Customer success mindset

Problem-solving

Strategic thinking

Content creation

Collaboration

Project management

Customer success tools

Multilingual (French/Spanish/German)

Tools

Gainsight

Analytics tools

Job description

Join the company that's building the telemetry infrastructure for the AI era. At Cribl, we partner with IT and Security teams at many of the world's biggest enterprises, including half of the Fortune 100, to bridge the gap between AI ambition and infrastructure reality. As the AI Platform for Telemetry, we give customers the choice, control, and flexibility to manage and analyze telemetry for both humans and agents, so they can build what's next.

We're one of the fastest-growing private companies and a leading player in a massive, fast-moving market. With a global workforce, we're remote-first and grounded in a simple idea: software is a people business. Cribl is the place where curious, collaborative people can do their best work, grow fast, and bring their full selves to the herd.

Why You'll Love This Role

We're looking for a technically skilled and customer-focused Scaled Customer Success Engineer (CSE) to join our team. In this role, you'll be instrumental in driving product adoption and ensuring the success of our customers through a combination of tailored 1:1 engagements and scalable 1:many initiatives. You'll leverage your technical expertise to guide customers through their journey, provide best practice guidance, and contribute to the evolution of our digital enablement programs.

As An Active Member Of Our Team, You Will...

• Drive Customer Adoption & Enablement: Drive Customer Adoption & Enablement: Develop and deliver impactful enablement materials that boost product adoption and deliver quantifiable business results for our customers.
• Provide Technical Expertise & Guidance: Act as a trusted technical advisor, offering in-depth product knowledge and troubleshooting assistance to resolve complex customer issues.
• Contribute to 1:Many Initiatives: Collaborate with Customer Advocacy and CX Operations teams to contribute to and participate in 1:many content, including webinars, workshops, and educational materials, to drive broad customer understanding and adoption.
• Strategic Customer Engagement: Engage with customers on a strategic level, identifying their business needs and aligning them with our product capabilities to drive successful outcomes.
• Customer Advocacy & Feedback: Serve as a vital feedback loop, collaborating with internal teams (Product, Engineering, Sales, Marketing, CX Operations) to champion customer needs, influence product enhancements, and contribute to our digital program's content strategy.
• Data Analysis & Optimization: Utilize data to understand customer behavior, identify common pain points, and contribute insights to optimize both 1:1 and 1:many 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 other 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 the effectiveness of your efforts and continuously seeking improvements.
• 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

• Deep Technical Acumen: Strong understanding of the data observability and security space, including technologies like SIEM, APM, logging, and metrics. You should be comfortable with enterprise software, distributed systems, and cloud environments.
• Customer Success Mindset: A passion for helping customers succeed, with excellent communication, interpersonal, and presentation skills. You can build rapport quickly and effectively address diverse customer needs.
• Problem-Solving & Analytical Skills: Exceptional ability to diagnose and resolve complex technical challenges, analyze data to identify trends, 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 in creating and delivering compelling technical content, including presentations, documentation, and live sessions (e.g., webinars).
• Collaboration: Proven ability to work cross-functionally with product, engineering, sales, marketing, and other customer-facing teams.
• Project Management: Strong organizational skills with the ability to manage multiple priorities and projects simultaneously in a fast-paced environment.
• Experience with 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 various cloud providers (AWS, Azure, GCP).
  • Willingness to learn
  • Multi-lingual (French, Spanish, and/or German)

#LI-KM1

#LI-Remote

The salary for this role is dependent on country of employment and will be based on the individual candidate's job-related knowledge, skills, and experience.

In addition to base salary, for sales and some sales-adjacent roles, employees are eligible to earn incentive compensation (commission). For all other roles, employees are eligible to participate in the Cribl Corporate Bonus Program.

In addition to a competitive salary, Cribl offers a benefits package that may include retirement/pension support, paid holidays and paid time off, remote office setup support, equity, and other wellness and support programs. Benefits vary by country in accordance with local requirements and market practice.

Base Salary Range

£80,400-£95,000 GBP

Bring Your Whole Self

Diversity drives innovation, enables better decisions to support our customers, and inspires change for the better. We're building a culture where differences are valued and welcomed, and we work together to bring out the best in each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other applicable legally protected characteristics in the location in which the candidate is applying.

Interested in joining the Cribl herd? Learn more about the smartest, funniest, most passionate goats you'll ever meet at cribl.io/about-us.