Manager of Customer Success- Public Sector
Cribl
Cribl does differently.
What does that mean? It means we are a serious company that doesn’t take itself too seriously; and we’re looking for people who love to get stuff done, and laugh a bit along the way. We’re growing rapidly - looking for collaborative, curious, and motivated team members who are passionate about putting customers first. As a remote-first company we believe in empowering our employees to do their best work, wherever they are.
As the data engine for IT and Security many of the biggest names in the most demanding industries trust Cribl to solve their most pressing data needs. Ready to do the best work of your career? Join the herd and unlock your opportunity.
About the Opportunity
Cribl is looking for an outstanding, results-driven Customer Success leader to join our team. As the Manager of Customer Success, you will be responsible for leading a team of Public Sector Customer Success Engineers (CSEs) highly focused on driving, onboarding, adoption and accelerating time to value across Cribl’s products. As a CS leader, you will drive the achievement of regional results, develop the technical expertise of your team, coach them to gather insights and identify ways to improve each step in the customer lifecycle ensuring customers realize value from their investment in the Cribl ecosystem. You will work cross-functionally with sales, pre-sales, product development, marketing, advocacy, support, and professional services to position Cribl as the leader in observability.
What You'll Accomplish:
- Hire, coach, and mentor a team of highly technical Customer Success Engineers
- Drive value for customers by helping them achieve their business and technical outcomes
- Own a portfolio of customers and drive attainment of targets for onboarding, adoption, and expansion.
- Identify adoption and growth potential in your portfolio as you work with your supporting sales teams.
- Conduct periodic customer health checks to Identify risk, and work with your team to create and execute "get well" plans
- Collaborate cross functionally across teams including Customer Success, Sales, Product Management, Support, Advocacy, Analytics, and Professional Services to ensure customers' success with focus on onboarding, adoption, and expansion
- Drive standardization and consistency by guiding your team to document and maintain accurate and timely customer information with our Customer Success Platform (PlanHat)
- Provide continued input and ideas to scale and improve internal processes and increase operational efficiency for the customer success organization
What You’ll Bring:
- 3+ years people management experience with Customer Success, technical consulting, professional services or related customer-facing organization
- Background of successfully selling to the US Federal Government (CIV, DoD, IC and leverage the Channel and FSI Communities) and State & Local Government
- Experience hiring and developing a high performing team
- Experience managing a portfolio of customers to drive product adoption, or responsible for delivering complex customer projects
- Experience managing a highly technical team
- Proven ability to manage competing priorities in a fast-paced environment
- Travel a couple of times per quarter or more as the business requires
Bonus Points/Preferred Qualifications:
- Administration of Data Engineering platforms (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
Salary Range ($150,000 - $200,000)
The salary for this role is dependent on geographic location. The salary offered within the range described will be based on the individual candidate’s job-related knowledge, skills, and experience. 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), equity, and eligibility for a discretionary company-wide bonus.
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. 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.
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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.