Customer Success Engineer (Americas)

Company Overview 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. Company Operating Rhythm 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. The Opportunity 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. What’s next? We’re building the speech company. 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. Who You Are You are not a traditional CSM. You’re a Customer Success Engineer, someone who thrives at the intersection of APIs, customer outcomes, and business growth. You have a strong technical foundation and are comfortable running demos, guiding architecture discussions, and helping customers integrate AI‑driven solutions into their workflows. You’re equally skilled at reading a room, building trust with executives, and uncovering growth opportunities that come from technical adoption. You’ve likely been a Technical Account Manager, Sales Engineer, Implementation Engineer, or Support Engineer, and you’re excited to bring that blended experience to help customers realize value from day one and scale it over time. As a Partner Success Engineer, you will nurture and grow relationships with strategic customers and technology partners, leading initiatives that drive joint adoption, enablement, and measurable business outcomes. You will own the lifecycle for assigned partners from onboarding and enablement through engagement, performance analysis, and expansion. You will be pivotal in aligning partner strategies with Deepgram’s roadmap and strategy, ensuring both Deepgram and our partners achieve 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 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). 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, often through constant updates and over‑communication on status and ownership. 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. Being self‑directed is key to staying proactive. 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! 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. 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. This job description incorporates the strategic focus, cross‑functional partnership, and data‑driven approach that define Deepgram’s go‑to‑market and customer‑centric roles. If you’re passionate about helping partners and technology companies thrive together, and you love operating where innovation and relationship management intersect, we’d like to hear from you. Backed by prominent investors including Y Combinator, Madrona, Tiger Global, Wing VC and NVIDIA, Deepgram has raised over $85 million in total funding. If you're looking to work on cutting‑edge technology and make a significant impact in the AI industry, we'd love to hear from you! Deepgram is an equal opportunity employer. We want all voices and perspectives represented in our workforce. We are a curious bunch focused on collaboration and doing the right thing. We put our customers first, grow together and move quickly. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. We are happy to provide accommodations for applicants who need them. #J-18808-Ljbffr