Senior Customer Success Engineer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Create and provide enablement resources aimed at enhancing product adoption and achieving measurable results for customers' businesses.

• Serve as a reliable technical advisor, offering product knowledge and troubleshooting assistance for intricate customer challenges.

• Contribute to group content, webinars, workshops, and educational resources in collaboration with Customer Advocacy and CX Operations.

• Strategically engage with customers to align their business needs with product functionalities.

• Work together with Product, Engineering, Sales, Marketing, and CX Operations to advocate for customer interests and influence product improvements.

• Analyze customer behaviors and pain points to refine 1:1 and 1:many engagement approaches.

• Identify risks of churn and formulate strategies for retention and growth.

• Utilize automation and digital tools to enhance efficiency and tailor customer experiences at scale.

• Monitor customer health, adoption, and engagement metrics, and report on the effectiveness of initiatives.

• Occasionally perform responsibilities outside standard working hours due to global time zone considerations.

⛳️ Requirements

• Strong knowledge of the data observability and security domains, including SIEM, APM, logging, and metrics.

• Proficient with enterprise software, distributed systems, and cloud environments.

• Exceptional communication, interpersonal, and presentation abilities.

• Skilled in diagnosing and resolving complex technical issues.

• Capable of analyzing data, recognizing trends, and making decisions based on data insights.

• Ability to comprehend customer business objectives and convert them into product adoption strategies.

• Experience in creating and delivering technical content, including presentations, documentation, and live sessions such as webinars.

• Proven success in working collaboratively across product, engineering, sales, marketing, and customer-facing teams.

• Strong organizational skills with the ability to manage various priorities and projects simultaneously.

• Familiarity with customer success platforms like Gainsight and analytics tools is advantageous.

• Background in a similar scaled customer success or technical account management role is a plus.

• Experience with AWS, Azure, or GCP is a plus.

• Multi-lingual abilities (French, Spanish, and/or German) are a bonus.

• Eagerness to learn and grow.

🏝️ Benefits

• Retirement/pension support.

• Paid holidays and paid time off.

• Support for remote office setup.

• Equity offerings.

• Wellness and support programs available.

• Participation in the Cribl Corporate Bonus Program (for non-sales positions).