Senior Scaled Customer Success Engineer

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)

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