Key skills
Customer SuccessData Pipeline ManagementTechnical CommunicationRelationship ManagementObservabilityProblem-SolvingEmpathyQuick LearnerCustomer AdvocacyCollaborationMentoringData EngineeringAnalyticsSnowflakeAWSAzureGCPDatadogSplunkCommunicationSales
About this role
Cribl is a remote-first company focused on empowering its employees and delivering customer-first solutions. The Customer Success Engineer (CSE) will act as a trusted advisor to customers, driving the entire Customer Success lifecycle and ensuring they achieve their data goals with Cribl solutions.
Responsibilities:
- 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
- This position may require stand-by, on-call, or off-hours duties
Requirements:
- 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%)
- You live in Seattle or PnW
- 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