Senior Customer Success Engineer

Cribl; United States; Remote; USD 107,000 - 127,000; Full time

Job summary

Cribl, the AI-era telemetry platform company, seeks a Customer Success Engineer to advocate post‑sales success and ensure value realization for customers. You will collaborate with Cribl teams and customers to realize use cases and business outcomes using Cribl solutions.

The role requires engaging with technical and management functions, influencing adoption, and driving customer value across enterprise environments. Remote-first with global time-zone flexibility.

Qualifications

• 5+ years in post-sales with direct customer advocacy and engagement experience
• Engineering-first approach with empathy for customer outcomes and value
• Experience with large complex enterprises and high-growth environments

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
• Drive adoption and value while identifying additional opportunities for Cribl
• Troubleshoot and mentor to ensure customer success across use cases
• Collaborate cross-functionally with sales, marketing, product, experience, and engineering as voice of the customer
• Track metrics with the Cribl Customer Success Platform to monitor observability of customers
• Inspire and coach team members within the Customer Experience organization
• Occasionally work outside standard hours due to time-zone coverage

Skills

Customer advocacy

Communication

Relationship management

Engineering mindset

Problem solving

Tools

GainSight

Planhat

AWS

Azure

GCP

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

The Customer Success Engineer (CSE) is the primary post‑sales customer advocate. As a CSE you are hyper-focused on ensuring adoption is achieved and value is realized for the customer. You act as a highly technical, trusted advisor to ensure the customer achieves their use cases and business outcomes using Cribl solutions. Your role often involves collaboration within Cribl, with partners, and certainly 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.

As An Active Member Of Our Team, You Will…

• 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 further Cribl value
• Keep your finger on the pulse of your customers and keep things flowing for them. This includes driving and recommending use case initiatives, troubleshooting, encouraging and advocating for certification and training, 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
• 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
• 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

• Minimum of 5 years in a related function with direct customer advocacy and engagement experience in post‑sales with passion for customer success, an engineering‑first approach, 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 are also a conversation starter.
• 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%)
• BONUS:
  • 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

#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.