Customer Success Engineer (Americas)
About the role
Customer Success Engineer role at Deepgram focusing on technical advisory, adoption, and expansion for enterprise accounts across the Americas in a remote, AI-first environment.
Responsibilities
- Serve as the technical advisor and strategic owner for a portfolio of enterprise accounts, partnering with everyone from developers to CIOs and CTOs.
- Own the full customer lifecycle: onboarding, adoption, technical enablement, expansion, and advocacy.
- Drive adoption through live demos, workshops, architecture guidance, troubleshooting, and best-practice recommendations — making Deepgram successful inside the customer's environment.
- Run discovery continuously: surface customer problems, understand their business impact, and translate them into actionable requirements for product and engineering.
- Identify and scope expansion (cross-sell, upsell, multi-product) in partnership with Sales, and lead executive business reviews and joint planning sessions.
- Act as the voice of the customer internally — influencing roadmap, GTM strategy, and the tools we build to support customers.
- Track adoption, usage, health, and expansion to drive outcomes; travel to customer sites as needed.
- Operate AI-first by default, and build tools, agents, and workflows that eliminate recurring work for you and the broader CS team.
Qualifications
- Significant experience in technical, customer-facing roles (TAM, sales/solutions engineering, enterprise CS with a strong technical focus, implementation, or forward-deployed work) at API-driven, developer-first, or AI companies (roughly 7+ years, emphasis on shape over exact years).
- A track record blending customer ownership with technical depth: solution design, hands-on troubleshooting, and commercial growth.
- Hands-on experience running demos, POCs, or technical workshops with enterprise customers.
- Demonstrated success identifying and landing expansion in complex enterprise accounts.
- Fluency discussing APIs, integrations, and developer workflows, and troubleshooting L1-style issues (no coding required, but conversant).
- Experience engaging both technical stakeholders and executive buyers (CIO, CTO, VP Engineering).
- Exceptional communication, influence, and relationship-building across technical and business audiences.
- Something you've built that permanently eliminated recurring work (tool, agent, script, or workflow) with details.
- An AI-native operating model: workflows that structurally depend on AI and how you'd rebuild them if AI tools disappeared.
Skills
About Deepgram
Building foundational AI for speech transcription and understanding.
Deepgram is a foundational AI company on a mission to understand human language. We give any developer access to the most advanced speech AI transcription and understanding with just an API call. Our models deliver the fastest, most accurate transcription alongside contextual features like summarization, sentiment analysis, and topic detection. Beyond that, developers can: 🔊 Process live-streaming or pre-recorded audio 🌎 Transcribe in dozens of languages ⚙️ Train custom models for unique use cases 🔑 Access deep NLU with a unified API 💻 Build in any programming language with our SDKs ✅ Deploy on-prem or on DG’s managed cloud 📈 Get scalable GPU infra for training and inference Deepgram is a proud NVIDIA partner and Y Combinator company, and we recently completed a $72M Series B to define the future of AI Speech Understanding, making us the most-funded speech AI company at its stage.
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