Customer Success Engineer (Americas)

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.