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Customer Success Engineer (Scaled)

Deepgram· Customer Success
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Remote$147k - $228.5kFull-timePosted 2mo ago

About the role

Technical customer-facing role focused on scalable, digital-first customer success for Deepgram’s Scaled segment. Build repeatable systems, run one-to-many programs, and drive adoption, retention, and expansion across a pooled portfolio through automation, self-serve enablement, and strategic human touchpoints.

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.

Qualifications

  • 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.

Skills

Required:APIs and developer workflowsCustomer success programs (digital onboarding, one-to-many campaigns)Communication (written and verbal)
Last updated Sep 30, 2026. Interested? Apply on the company site.
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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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