Note: The job is a remote job and is open to candidates in USA. Deepgram is a platform providing real-time APIs for speech-to-text, text-to-speech, and production-grade voice agents. The Customer Success Engineer will drive adoption, retention, and expansion across a pooled portfolio of customers by designing scalable customer journeys, providing technical guidance, building enablement assets, and creating systems that improve customer success at scale.
Responsibilities
- Own adoption, retention, and expansion across a large, pooled portfolio of Scaled-segment customers — through a one-to-many motion, not dedicated 1:1 coverage
- Design and execute scalable customer journeys — digital onboarding sequences, automated lifecycle touchpoints, in-app guidance, self-serve resources — that drive fast time-to-first-value and consistent activation
- Show up in person at the moments that matter: activation, technical blockers, expansion signals, renewal, and risk
- Provide hands-on technical guidance — run and record demos, guide API integrations and architecture decisions, troubleshoot L1/L2 issues — for developer and technical audiences, backed by deep, current knowledge of Deepgram's APIs and how customers build on them
- Build and maintain reusable enablement assets (demo scripts, integration guides, sample code, evaluation kits, playbooks, micro-videos) that customers and GTM teams can run without live support
- Run one-to-many programs — webinars, office hours, education campaigns — that drive product adoption and surface expansion across the segment
- Monitor account health, usage, and churn-risk signals across the portfolio and trigger proactive, prioritized outreach off the data
- 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, turning digital interactions and usage data into input on product roadmap, GTM strategy, and the internal tools we build
- Track, analyze, and report portfolio-level KPIs: activation, adoption, usage, health, retention, expansion
- Build the systems that make scaled success compound. If you catch yourself doing something manually more than twice — research, account summaries, follow-ups, content, technical investigation — your next move is to build the thing that removes it. Your output is measured not just by the customers you serve, but by the leverage you create for the whole segment
Skills
- You're not a traditional CSM. You're a Customer Success Engineer who works at the intersection of APIs, customer outcomes, and scale — credible running demos, guiding integration and architecture decisions, and helping customers get from prototype to production
- What sets you apart is the instinct to turn a one-off fix into something scalable: a playbook, an automation, a self-serve resource that solves the same problem for every customer who comes after
- You've shipped something — an internal tool, an agent, a script, a pipeline, a customer-facing program — that permanently eliminated a class of problems for you, your team, or your customers
- You're energized by serving a high volume of customers without dropping the quality bar
- You ramp quickly on unfamiliar accounts, prioritize ruthlessly through a business-impact lens, and are comfortable working a shared, pooled book rather than a fixed set of named accounts
- You have high EQ and a high learning index — you read a customer's situation fast and absorb technical and business complexity faster
- You write exceptionally well, because your writing has to scale across hundreds of customers at once
- AI is how you work, not a tool you reach for occasionally. You've rebuilt a meaningful part of your workflow around it, and going back to the old way would feel like working with one hand tied behind your back. You'd refuse to
- 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, enough to run demos and troubleshoot L1/L2 issues. You don't need to be a software engineer, but you must be genuinely credible in technical conversations with developers
- 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 — you've built 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 your work
- Excellent written and verbal communication, with the ability to create content that educates and drives action across a broad audience
- In your application: tell us about something you built — a tool, agent, script, workflow, or customer program — that permanently eliminated recurring work. What it replaced, and what it's still doing today
- A strong sense of ownership and comfort working both collaboratively and independently in a remote environment
- 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) — enough to ship working systems
- 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
Benefits
- Remote work environment
Company Overview