Scaled AI Success Engineer

📋 Description

• • As an AI Success Engineer at OpenAI, you will be at the forefront of empowering the world's most forward-thinking organizations to harness the transformative power of cutting-edge AI. Your primary mission will be to guide these ambitious clients through the entire lifecycle of AI adoption, from their initial deployment to achieving scaled, enterprise-wide integration. This multifaceted role demands a unique blend of deep technical understanding, strategic program management, insightful customer advisory, and a keen ability to influence product development based on real-world usage.
• • You will serve as the crucial post-sales technical point of contact for OpenAI's most significant and strategic customers. Your core responsibilities will revolve around ensuring the health and robust adoption of our AI platform within their organizations. This involves meticulously assessing their technical readiness, proactively identifying novel and high-impact use cases, and ultimately delivering demonstrable, measurable business value through the effective utilization of OpenAI's rapidly evolving suite of products, including ChatGPT, our APIs, and Codex.
• • The scope of your engagement will be broad, encompassing technical integration, comprehensive enablement, strategic workflow transformation, and the sustained delivery of impactful AI programs and products. You will collaborate closely with a diverse range of internal teams, including Sales, Solutions Architecture, Product Management, and Research, to ensure a seamless, connected, and ultimately successful customer experience across every interaction point.
• • Success in this role is defined by your ability to accelerate customer adoption rates, deepen the activation and utilization of our platform's capabilities, guide strategic use cases from conception to production deployment, and empower customers to clearly articulate and demonstrate tangible business impact derived from their AI initiatives.
• • You will leverage a variety of data sources, including system logs, telemetry data, usage patterns, and direct customer feedback, to diagnose potential issues, formulate insightful hypotheses, and provide practical, actionable recommendations. These recommendations will span critical areas such as optimizing latency, enhancing reliability, selecting appropriate models, refining prompting strategies, improving cost efficiency, and ensuring overall rollout readiness for production environments.
• • A key aspect of your role will involve leading targeted interventions during critical moments, such as new product launches, when risk signals emerge, during escalations, in preparation for renewals, and for high-potential expansion opportunities. This proactive approach ensures that customers are supported through every phase of their AI journey.
• • You will be instrumental in translating complex customer goals into clear, prioritized adoption plans, defining success milestones, and establishing measurable Key Performance Indicators (KPIs). These plans will be executed through a combination of direct, hands-on engagement, the development and implementation of scaled programs, and the coordination of cross-functional support.
• • Conducting technical enablement sessions and providing configuration guidance will be a regular part of your duties. You will need to skillfully balance the delivery of 1:many educational content and the creation of repeatable playbooks with selective, high-touch 1:1 engagements when a specific customer moment demands it.
• • A significant contribution will be identifying recurring use cases, common barriers to adoption, and prevalent usage patterns across your customer portfolio. You will then convert these valuable insights into scalable guidance, targeted interventions, and compelling customer value narratives that can be shared more broadly.
• • You will act as a central coordinator, liaising effectively with Solutions Architecture, Product, Engineering, Account Directors, User Operations, and Education Programs teams to ensure continuous progress towards customer outcomes.
• • A critical skill will be knowing when to delve deep into a problem independently and when to strategically route or escalate issues to specialist partners for implementation-heavy tasks or highly product-specific challenges.
• • You will be tasked with building and refining repeatable mechanisms – including playbooks, templates, health monitoring signals, intervention strategies, and reporting frameworks – that enhance outcomes across your entire customer portfolio, rather than focusing solely on individual account successes.
• • Guiding customers through value realization and impact measurement will involve establishing baseline metrics, defining clear KPIs, and providing ongoing usage and Return on Investment (ROI) reporting.
• • You will play a vital role in driving account expansion by identifying opportunities where enhanced adoption, the implementation of new workflows, or technical optimizations can unlock additional value for the customer.
• • Ultimately, you will be a key driver in shaping how AI transforms work, boosts productivity, and fuels innovation across a wide spectrum of industries, from fast-growing digital natives to the largest global enterprises, government agencies, and esteemed educational institutions.