Customer Success Engineer, West Region

Cribl; Denver (CO); Remote; USD 110,000 - 150,000; Full time

Benefits offered by this job

Health, dental, vision insurance

Paid holidays & PTO

401(k) and equity

Job summary

Cribl is seeking a Scaled Customer Success Engineer to drive product adoption for enterprise customers. You will combine 1:1 engagements with scalable programs, guiding customers through implementation, best practices, and optimization of Cribl's telemetry platform.

You’ll act as a technical advisor, collaborating across Product, Engineering, Sales and CX Operations, and contribute to digital enablement content. This role requires strong communication, problem solving, and travel up to 20%.

Qualifications

• Deep technical understanding of data observability, security, SIEM, APM, logging and metrics.
• Experience with enterprise software, distributed systems, and cloud environments.
• Excellent communication, interpersonal and presentation skills.
• Ability to diagnose complex technical issues and make data-driven decisions.
• Strategy-focused with the ability to align customer needs to product capabilities.

Responsibilities

• Drive customer adoption and enablement through tailored 1:1 plans and scalable 1:many content.
• Provide expert technical guidance and troubleshooting support.
• Contribute to webinars, workshops and educational materials.
• Engage with customers at a strategic level to identify business needs and outcomes.
• Collaborate with Product, Engineering, Sales, Marketing and CX Ops teams.
• Analyze data to identify pain points and inform adoption strategies.
• Identify churn risks and develop retention/growth plans.
• Look for automation opportunities to improve efficiency and personalization.
• Measure and report on health, adoption and engagement metrics.

Skills

Data observability

Cloud platforms

SIEM/APM expertise

Troubleshooting

Customer Success mindset

Cross-functional collaboration

Public speaking/presentations

Travel readiness

Tools

Gainsight

Datadog

Splunk

Elastic

Snowflake

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.

Location: Western United States (PST or MST strongly preferred)

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: Develop and deliver customized 1:1 adoption and enablement plans for customers, helping them maximize their value from our platform.

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

Willingness to travel as needed (up to 15%-20%)

You live in West Region (PST or MST Strongly preferred)

BONUS:

Experience in a similar scaled customer success or technical account management role.

Experience with various cloud providers (AWS, Azure, GCP).

Experience working remotelyData Engineering/Analytics platform administrator/architect experience (i.e. Splunk, Elastic, Datadog, Snowflake, etc.)

The salary for this role is dependent on geographic location 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 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), and equity.

Base Salary Range $110,000—$150,000 USD

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.