Customer Success Engineer (Americas)

📋 Description

• • Deepgram is at the forefront of the rapidly expanding Voice AI economy, offering advanced real-time APIs for Speech-to-Text (STT), Text-to-Speech (TTS), and the creation of production-grade voice agents at scale.
• • As a Customer Success Engineer (Americas), you will be a critical technical advisor and strategic partner to our enterprise clients, ensuring they maximize the value derived from Deepgram's innovative AI-powered voice solutions.
• • This role is not a traditional Customer Success Manager position; it's for a technically adept individual who thrives at the intersection of APIs, customer outcomes, and business growth, acting as the 'Heartbeat of Deepgram' within client organizations.
• • You will be responsible for nurturing and growing relationships with strategic customers and technology partners, driving joint adoption, enablement, and measurable business outcomes through hands-on engagement.
• • Your primary objective will be to make Deepgram successful within the customer's environment by ensuring seamless integration, effective enablement, and deep adoption of our products, leveraging best practices, reference architectures, and creative problem-solving.
• • You will own the entire customer lifecycle for your assigned accounts, from initial onboarding and technical enablement through to driving adoption, identifying expansion opportunities, and fostering advocacy.
• • A key aspect of this role involves continuous discovery, actively surfacing customer challenges, understanding their business impact, and translating these insights into actionable requirements for Deepgram's product, engineering, and GTM teams.
• • You will confidently conduct live product demonstrations, lead in-depth architecture discussions, and troubleshoot L1-level technical issues, effectively bridging the gap between technical support, solutions design, and commercial growth.
• • Maintaining a deep and current understanding of Deepgram's APIs, integration capabilities, and underlying AI/ML technologies is essential for success in this role.
• • You are expected to leverage AI tools and methodologies to amplify your own impact, becoming an expert in how Customer Success can utilize AI to drive superior customer outcomes, uncover strategic insights, and enhance internal operational systems.
• • Proactively identifying and scoping opportunities for expansion, including cross-selling, upselling, and multi-product adoption, will be a core responsibility, requiring close collaboration with the Sales team.
• • You will develop and execute structured customer success plans that meticulously align customer business objectives with Deepgram's evolving product capabilities.
• • Initiating and leading executive business reviews, joint planning sessions, and strategic workshops will be crucial for staying ahead of potential risks, ensuring strategic alignment, and surfacing new growth avenues.
• • You will serve as the primary 'voice of the customer' internally, providing critical feedback that influences Deepgram's product roadmap, go-to-market strategies, and the development of internal tools and processes designed to enhance customer support and success.
• • Tracking, analyzing, and reporting on key performance indicators (KPIs) related to customer adoption, usage patterns, overall health, satisfaction levels, expansion revenue, and the broader impact on customer lifetime value is a fundamental requirement.
• • The ideal candidate possesses a high EQ and a high learning index, demonstrating an ability to read a room, adapt communication styles, and rapidly absorb complex technical and business information.
• • You are an energized technical problem-solver, comfortable with live demos, and adept at transforming support inquiries into strategic growth conversations and tangible business outcomes.
• • You view customer health and technical adoption not as final destinations, but as the essential fuel for driving significant revenue expansion and deepening strategic partnerships.
• • Collaboration is highly valued, and you will thrive in a high-growth, fast-paced environment where priorities may shift rapidly, requiring adaptability and a proactive approach.
• • A strong sense of ownership, integrity, and the ability to work both collaboratively and independently in a remote setting are paramount, emphasizing self-direction to maintain proactivity.
• • You are adept at leveraging data to inform decision-making, uncover critical insights, and identify opportunities for continuous program improvement.
• • Persistence, resourcefulness, and the ability to tailor communication styles to effectively engage both highly technical audiences and executive business stakeholders are key attributes.
• • A thoughtful approach and a willingness to challenge the status quo are encouraged, fostering an environment of continuous improvement and innovation.
• • This role is ideal for someone passionate about helping partners and technology companies achieve mutual success, operating at the dynamic intersection of innovation and relationship management.
• • You will be instrumental in ensuring our customers, ranging from developers and program managers to CIOs, CTOs, and other C-level executives, derive maximum value and achieve their strategic goals through Deepgram's solutions.