Customer Success Engineer (Scaled)

Deepgram•Remote, CA

1d•$147,000 - $176,500•Remote

About The Position

Deepgram is a leading platform in the Voice AI economy, offering real-time APIs for speech-to-text (STT), text-to-speech (TTS), and building voice agents. The Scaled Team focuses on delivering world-class customer success to Deepgram's fastest-growing segment through a digital-first, one-to-many approach. This involves automated customer journeys, programmatic outreach, self-serve enablement, and timely human interaction. The role requires a technical systems builder who can design onboarding sequences, webinars, and automated workflows to help hundreds of customers achieve value quickly. Leverage is gained through building repeatable systems that make customers feel supported.

Requirements

3–5+ years in a technical, customer-facing role (Customer Success Engineering, Sales Engineering, Solutions Engineering, Implementation, Technical Account Management, or Support Engineering) at an API-driven, developer-first, or AI company.
Fluency in APIs, developer workflows, and integration patterns, sufficient to run demos and troubleshoot L1/L2 issues.
Experience serving a high volume of customers or building scaled/tech-touch programs (digital onboarding, one-to-many campaigns, webinars, self-serve enablement, automated journeys).
Systems thinking and process orientation; experience building repeatable playbooks, templates, or automations that worked across many customers.
A data-driven mindset: comfortable using product usage and customer health data to prioritize, measure, and refine work.
Excellent written and verbal communication skills, with the ability to create content that educates and drives action across a broad audience.
A strong sense of ownership and comfort working both collaboratively and independently in a remote environment.
AI-first mindset: comfortable adopting new models and modes quickly, integrating AI into workflows, and continuously pushing boundaries.

Nice To Haves

Experience in a scaled, digital, or tech-touch Customer Success motion, and/or with consumption-based business models.
Working fluency with automation, scripting, or agent-building (Python, TypeScript, workflow tools, agent frameworks).
Experience with Customer Success, customer education, or marketing-automation platforms (Gainsight, Vitally, ChurnZero, or similar) and product analytics tools.
Experience in AI, ML, voice AI, cloud infrastructure, or developer-first technologies.
A background in Customer Education, Scaled/Digital Success, or Customer Marketing alongside technical customer-facing work.

Responsibilities

Own adoption, retention, and expansion across a large, pooled portfolio of Scaled-segment customers through a one-to-many motion.
Design and execute scalable customer journeys, including digital onboarding sequences, automated lifecycle touchpoints, in-app guidance, and self-serve resources to drive fast time-to-first-value and consistent activation.
Provide hands-on technical guidance, including running and recording demos, guiding API integrations and architecture decisions, and troubleshooting L1/L2 issues for developer and technical audiences.
Build and maintain reusable enablement assets such as demo scripts, integration guides, sample code, evaluation kits, playbooks, and micro-videos.
Run one-to-many programs like webinars, office hours, and education campaigns to drive product adoption and surface expansion opportunities.
Monitor account health, usage, and churn-risk signals across the portfolio and trigger proactive, prioritized outreach.
Identify and scope expansion opportunities (cross-sell, upsell, multi-product) at scale, partnering with Sales on higher-value plays.
Serve as the voice of the customer internally, translating digital interactions and usage data into input for product roadmap, GTM strategy, and internal tool development.
Track, analyze, and report on portfolio-level KPIs, including activation, adoption, usage, health, retention, and expansion.
Build systems that enable scaled success to compound, automating repetitive tasks to create leverage for the entire segment.