Customer Success Engineer (Americas)
Customer Success Engineer drives adoption and expansion of voice AI APIs for enterprise customers through technical expertise, demos, troubleshooting, and relationship building with developers and executives. Requires 7-10+ years in technical customer success or sales engineering at API-driven tech companies.
About the job
What You’ll Do
- Act as a technical expert and strategic advisor to enterprise customers, engaging directly with developers, engineers, and executives to align business goals with technical solutions.
- Build, nurture, and sustain customer relationships across all personas interacting with Deepgram (from developers, program managers to CIOs, CTOs, and other C-level stakeholders).
- Conduct regular on-site visits with customers to partner closely, work hands-on to drive adoption, and actively embed Deepgram into their workflows. Frequent travel may be required.
- Own and manage the full customer lifecycle: onboarding, adoption, technical enablement, expansion, and advocacy.
- Focus on making Deepgram successful in the customer’s environment; ensuring products are integrated, enabled, and adopted effectively, applying best practices, reference architectures, and creative solutions to drive outcomes.
- Continuously operate in discovery mode, surfacing customer issues, deeply understanding their complexity and business impact, and translating them into actionable requirements for internal teams.
- Confidently run live product demos, guide architecture discussions, and troubleshoot L1-style issues, bridging the gap between technical support, solutions design, and commercial growth.
- Maintain a deep understanding of Deepgram APIs, integrations, and AI/ML technologies.
- Leverage AI to amplify your impact; be an expert in how Customer Success can apply AI to drive customer outcomes, surface insights, and improve internal systems.
- Proactively identify & scope opportunities for expansion (cross-sell, upsell, multi-product adoption), partnering with Sales.
- Develop and execute structured customer success plans that align business outcomes with Deepgram’s product capabilities.
- Proactively initiate and lead executive business reviews, joint planning sessions, and strategy workshops to stay ahead of risks, ensure alignment, and surface opportunities for growth.
- Serve as the voice of the customer internally, influencing product roadmap, GTM strategy, and even the internal tools and processes we build to support customers.
- Track, analyze, and report on key performance indicators (adoption, usage, health, satisfaction, expansion, and overall revenue impact).
It’s Important To Us That You Have
- 7–10+ years in Technical Account Management, Sales Engineering, and/or Enterprise Customer Success (with strong technical focus), at innovative, API-driven technology companies (developer-first, developer tools, or emerging AI/tech).
- A proven track record in roles that blend customer engagement with technical expertise, navigating between solution design, technical problem-solving, and commercial growth.
- Hands-on experience with running product demos, POCs, or technical workshops with enterprise customers.
Skills
APIs, AI/ML, Speech-To-Text, Text-To-Speech, Product Demos, Reference Architectures, AI Tools, Integrations, Pocs, Technical Workshops
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