Deepgram is hiring a Customer Success Engineer (Americas) to act as a technical expert and strategic advisor to our enterprise customers. This role blends technical expertise with commercial impact, focusing on customer adoption, solving complex challenges, and identifying expansion opportunities. You will sit at the intersection of customers, product, and growth, requiring hands-on partnership and frequent travel.
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.
- Conduct regular on-site visits with customers to partner closely, work hands-on to drive adoption, and actively embed Deepgram into their workflows.
- 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.
- Continuously operate in discovery mode, surfacing customer issues and translating them into actionable requirements for internal teams.
- Confidently run live product demos, guide architecture discussions, and troubleshoot L1-style issues.
- 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.
- Proactively identify & scope opportunities for expansion, 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.
- Serve as the voice of the customer internally, influencing product roadmap, GTM strategy, and internal tools.
- Track, analyze, and report on key performance indicators.
What We're Looking For
- 7–10+ years in Technical Account Management, Sales Engineering, and/or Enterprise Customer Success at innovative, API-driven technology companies.
- 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.
- Demonstrated success identifying expansions, cross-sell, and upsell opportunities in complex enterprise accounts.
- Strong technical aptitude: able to discuss APIs, developer workflows, and troubleshoot basic L1-style support questions.
- Experience engaging across technical teams and executive buyers.
- Exceptional interpersonal, communication and collaboration skills, with proven ability to influence internal and external stakeholders.
- A strong sense of ownership and stewardship for your customers, and a keen focus on developing a strong personal brand.
- A strong understanding of partner ecosystems, channel business models, and multi-party commercial dynamics.
Nice to Have
- A background spanning solutions engineering, technical account management, or L1 support in addition to CSM responsibilities.
- Experience working in AI, machine learning, voice AI, cloud infrastructure, or developer-first technologies.
- Familiarity with automation tools, advanced analytics, and/or basic scripting that help you move faster and smarter.
Technical Stack
- Deepgram APIs
- AI/ML technologies
- Automation tools
- Advanced analytics
Team & Environment
Part of the Customer Success team, known as The Heartbeat of Deepgram, sitting at the intersection of customers, product, and growth.
Work Mode
This is a remote position for candidates located in the Americas.
Deepgram is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate.
