Customer Success Engineer

Company Overview

Deepgram is the leading platform underpinning the emerging trillion-dollar Voice AI economy, providing real-time APIs for speech-to-text (STT), text-to-speech (TTS), and building production-grade voice agents at scale. More than 200,000 developers and 1,300+ organizations build voice offerings that are ‘Powered by Deepgram’. Deepgram’s voice-native foundation models offer unmatched accuracy, low latency, and cost efficiency. Backed by a recent Series C, Deepgram has processed over 50,000 years of audio and transcribed more than 1 trillion words.

Company Operating Rhythm

At Deepgram, an AI-first mindset is core to how we operate, innovate, and measure performance. Every team member is expected to actively use and experiment with advanced AI tools, and even build their own into everyday work. We measure effective AI application and consistent, creative use of the latest AI capabilities is key to success. Candidates should be comfortable adopting new models quickly, integrating AI into workflows, and continuously pushing technological boundaries. We move at the pace of AI; change is rapid, and your day-to-day work will evolve just as quickly. This role requires excitement for experimentation, adaptation, quick thinking, and constant learning.

The Opportunity

At Deepgram, we make it easy to create inspiring voice experiences. 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 combine technical expertise with commercial impact to make Deepgram successful in our customers’ environments. Customer Success Engineers are hands-on partners who ensure adoption, solve complex technical challenges, and highlight expansion opportunities. Simultaneously, we bring back insights that shape Deepgram’s roadmap and internal tools.

Who You Are

You are a Customer Success Engineer, thriving at the intersection of APIs, customer outcomes, and business growth. You possess a strong technical foundation, comfortable running demos, guiding architecture discussions, and helping customers integrate AI-driven solutions. You are equally skilled at building trust with executives and uncovering growth opportunities. You’ve likely been a Technical Account Manager, Sales Engineer, Implementation Engineer, or Support Engineer, bringing blended experience to help customers realize value from day one and scale it. As a Customer Success Engineer, you will nurture and grow relationships with strategic customers and technology partners, owning the lifecycle from onboarding and enablement through engagement, performance analysis, and expansion. You will be pivotal in aligning partner strategies with Deepgram’s roadmap for shared success.

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, 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 internal tools and processes.
• Track, analyze, and report on key performance indicators (adoption, usage, health, satisfaction, expansion, and overall revenue impact).

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, adapting your style and quickly absorbing technical and business complexity.
• Are a strong communicator who can keep many stakeholders aligned and focused, often through constant updates and over-communication.
• Are energized by technical problem-solving, live demos, and translating support questions into growth conversations or business outcomes.
• See customer health and technical adoption 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.

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 blending customer engagement with technical expertise, navigating solution design, 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.
• 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.

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.
• Familiarity with automation tools, advanced analytics, and/or basic scripting that help you move faster and smarter.

Benefits & Perks*

• Holistic health: Medical, dental, vision benefits, annual wellness stipend, mental health support, life, STD, LTD Income Insurance Plans.
• Work/life blend: Unlimited PTO, generous paid parental leave, flexible schedule, 12 Paid US company holidays, quarterly personal productivity stipend, one-time stipend for home office upgrades, 401(k) plan with company match, Tax Savings Programs.
• Continuous learning: Learning / Education stipend, participation in talks and conferences, Employee Resource Groups, AI enablement workshops / sessions.

For candidates outside of the US, benefits are administered locally by an Employer of Record and will differ by region.

Key skills/competency

• Customer Success
• Technical Account Management
• Sales Engineering
• API Integration
• AI/ML Technologies
• Speech-to-Text (STT)
• Text-to-Speech (TTS)
• Customer Relationship Management
• Strategic Consulting
• Product Adoption