Customer Success Engineer (Americas)

Deepgram • CA

101d

About The Position

At Deepgram, we make it easy to create inspiring voice experiences. Today, we offer the Deepgram Enterprise Runtime, which powers low-latency, high-quality, affordable Speech to Text, Text to Speech, Voice Intelligence and Voice Agent APIs. Our Customer Success team, known as The Heartbeat of Deepgram, sits at the intersection of customers, product, and growth. We’re not here just to 'manage accounts'; we make Deepgram successful in our customers’ environments by combining technical expertise with commercial impact. Customer Success Engineers are hands-on partners who ensure adoption, solve complex technical challenges, and highlight opportunities for expansion. At the same time, we bring back the insights that shape Deepgram’s roadmap and the internal tools we build to support customers.

Requirements

• 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.

Nice To Haves

• 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.

Responsibilities

• 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).

Benefits

• Equal opportunity employer.
• Accommodations for applicants who need them.

What This Job Offers

• Number of Employees: 101-250 employees