Customer Success Engineer (Americas)

Deepgram is the leading platform in the Voice AI economy, providing real-time APIs for speech-to-text and text-to-speech services. The Customer Success Engineer will act as a technical expert and strategic advisor, ensuring successful adoption of Deepgram's solutions and driving customer engagement and growth.

Responsibilities:

• 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)

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.)
• 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
• 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