Partner Success Engineer

Deepgram • CA

104d

About The Position

Deepgram is the leading voice AI platform for developers building speech-to-text (STT), text-to-speech (TTS) and full speech-to-speech (STS) offerings. 200,000+ developers build with Deepgram’s voice-native foundational models – accessed through APIs or as self-managed software – due to our unmatched accuracy, latency and pricing. Customers include software companies building voice products, co-sell partners working with large enterprises, and enterprises solving internal voice AI use cases. The company ended 2024 cash-flow positive with 400+ enterprise customers, 3.3x annual usage growth across the past 4 years, over 50,000 years of audio processed and over 1 trillion words transcribed. There is no organization in the world that understands voice better than Deepgram. At Deepgram, we expect an AI-first mindset—AI use and comfort aren’t optional, they’re core to how we operate, innovate, and measure performance. Every team member who works at Deepgram is expected to actively use and experiment with advanced AI tools, and even build your own into your everyday work. We measure how effectively AI is applied to deliver results, and consistent, creative use of the latest AI capabilities is key to success here. Candidates should be comfortable adopting new models and modes quickly, integrating AI into their workflows, and continuously pushing the boundaries of what these technologies can do. Additionally, we move at the pace of AI. Change is rapid, and you can expect your day-to-day work to evolve just as quickly. This may not be the right role if you’re not excited to experiment, adapt, think on your feet, and learn constantly, or if you’re seeking something highly prescriptive with a traditional 9-to-5. 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.

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.). Demonstrated success building strong relationships and delivering key business outcomes.
• 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.
• Experience building new processes from the ground up.
• Experience building or scaling a customer success or channel program.

Nice To Haves

• A background spanning solutions engineering, technical account management, or L1 support in addition to CSM or Partner Management 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.
• Familiarity with channel/partner marketing, enablement programs, or technical enablement asset creation.

Responsibilities

• Develop and scale best practices, processes, and tools for partner success management.
• Act as a technical expert and strategic advisor to strategic partners, engaging directly with developers, engineers, and executives to align business goals with technical solutions.
• Build, nurture, and sustain partner/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 partners, work hands-on to drive adoption, and actively embed Deepgram into their workflows.
• Own and manage the full partner lifecycle: onboarding, adoption, technical enablement, expansion, and advocacy.
• Focus on making Deepgram successful in the partner ecosystem; 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 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 you 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.
• 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).
• Lead issue resolution and serve as an escalation point for complex, cross-functional partner matters, ensuring timely and satisfactory outcomes.

What This Job Offers

• Number of Employees: 101-250 employees