Customer Success Engineer (Americas)

Requisitos e responsabilidades

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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 and 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.
Proactively identify and 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 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).
Operate AI-first by default. Every repeatable part of your job, research, prep, account summaries, follow-ups, technical investigation, should run through AI workflows you've designed. If you catch yourself doing something manually more than twice, your next move is to build the system that removes it.
Build internal tools, agents, and systems that eliminate recurring work for yourself and the broader Customer Success team. Your output is measured not just by the customers you serve, but by the leverage you create for everyone else.

You’ll Love This Role If You

Thrive at the intersection of sales engineering, account management, and customer success.
Have high EQ and high learning index. You read the room, adapt your style, and quickly absorb technical and business complexity.
Are a strong communicator who can keep many stakeholders aligned and focused.
Are energized by technical problem-solving, live demos, and translating support questions into growth conversations or business outcomes.
See customer health and technical adoption not as endpoints but as the fuel for revenue expansion.
Value collaboration and thrive in high-growth, fast-paced environments where priorities shift quickly.
Have a high degree of integrity and can work both collaboratively and independently in a remote WFH environment.
Enjoy leveraging data to guide decisions, uncover insights, and identify opportunities for program improvement.
Are persistent, resourceful, and able to adapt your communication style to suit both technical and business audiences.
Are thoughtful in your approach and constantly question the status quo. Just because we do things a certain way, doesn't mean it's the best way.
Would be genuinely uncomfortable going back to a pre-AI workflow. You've rebuilt how you work and the new way is non-negotiable.
Get more satisfaction from building the system that handles a task forever than from completing the task once.

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.
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 (no coding required, but must be fluent in technical conversations)
Experience engaging across technical teams (developers, architects, support) and executive buyers (CIO, CTO, VP Engineering, etc.).
Exceptional interpersonal, communication and collaboration skills, with proven ability to influence internal and external stakeholders (including executives, technical teams, and sales).
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 (resale, referral, integrations, co-marketing, co-selling), and multi-party commercial dynamics.
Evidence of something you've built, a tool, agent, script, or workflow, that permanently eliminated recurring work for yourself or your team. In your application, tell us what it was, what it replaced, and what it's still doing today.

It Would Be Great If You Had

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.
Working fluency with automation, scripting, or agent-building (Python, TypeScript, workflow tools, agent frameworks, or equivalent). You don't need to be a software engineer, but you need to be dangerous enough to ship working systems.