Customer Success Engineer (Americas)

Deepgram is the leading platform underpinning the emerging trillion-dollar Voice AI economy providing real-time APIs for speech-to-text (STT) text-to-speech (TTS) and building production-grade voice agents at scale. More than 200000 developers and 1300+ organizations build voice offerings that are ‘Powered by Deepgram’ including Twilio Cloudflare Sierra Decagon Vapi Daily Cresta Granola and Jack in the Box. Deepgram’s voice-native foundation models are accessed through cloud APIs or as self-hosted and on-premises software with unmatched accuracy low latency and cost efficiency. Backed by a recent Series C led by leading global investors and strategic partners Deepgram has processed over 50000 years of audio and transcribed more than 1 trillion words. There is no organization in the world that understands voice better than Deepgram.

At Deepgram we expect an AI-first mindset—AI use and comfort aren’t optional they’re core to how we operate innovate and measure performance.

Every team member who works at Deepgram is expected to actively use and experiment with advanced AI tools and even build your own into your everyday work. We measure how effectively AI is applied to deliver results and consistent creative use of the latest AI capabilities is key to success here. Candidates should be comfortable adopting new models and modes quickly integrating AI into their workflows and continuously pushing the boundaries of what these technologies can do.

Additionally we move at the pace of AI. Change is rapid and you can expect your day-to-day work to evolve just as quickly. This may not be the right role if you’re not excited to experiment adapt think on your feet and learn constantly or if you’re seeking something highly prescriptive with a traditional 9-to-5.

At Deepgram we make it easy to create inspiring voice experiences. Today we offer the Deepgram Enterprise Runtime which powers low-latency high-quality affordable Speech to Text Text to Speech Voice Intelligence and Voice Agent APIs. What’s next? We’re building the speech company.

Our Customer Success team known as The Heartbeat of Deepgram sits at the intersection of customers product and growth. We’re not here just to “manage accounts”; we make Deepgram successful in our customers’ environments by combining technical expertise with commercial impact. Customer Success Engineers are hands-on partners who ensure adoption solve complex technical challenges and highlight opportunities for expansion. At the same time we bring back the insights that shape Deepgram’s roadmap and the internal tools we build to support customers.

You are not a traditional CSM. You’re a Customer Success Engineer someone who thrives at the intersection of APIs customer outcomes and business growth. You have a strong technical foundation and are comfortable running demos guiding architecture discussions and helping customers integrate AI-driven solutions into their workflows. You’re equally skilled at reading a room building trust with executives and uncovering growth opportunities that come from technical adoption. You’ve likely been a Technical Account Manager Sales Engineer Implementation Engineer or Support Engineer and you’re excited to bring that blended experience to help customers realize value from day one and scale it over time.

As a Partner Success Engineer you will nurture and grow relationships with strategic customers and technology partners leading initiatives that drive joint adoption enablement and measurable business outcomes. You will own the lifecycle for assigned partners from onboarding and enablement through engagement performance analysis and expansion.

You will be pivotal in aligning partner strategies with Deepgram’s roadmap and strategy ensuring both Deepgram and our partners achieve shared success.

• 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).

• Thrive at the intersection of sales engineering account management and customer success.

• Have high EQ and high learning index you read the room adapt your style and quickly absorb technical and business complexity.

• Are a strong communicator who can keep many stakeholders aligned and focused often through constant updates and over-communication on status and ownership.

• Are energized by technical problem-solving live demos and translating support questions into growth conversations or business outcomes.

• See customer health and technical adoption not as endpoints but as the fuel for revenue expansion.

• Value collaboration and thrive in high-growth fast-paced environments where priorities shift quickly.

• Have a high degree of integrity and can work both collaboratively and independently in a remote WFH environment. Being self-directed is key to staying proactive.

• Enjoy leveraging data to guide decisions uncover insights and identify opportunities for program improvement.

• Are persistent resourceful and able to adapt your communication style to suit both technical and business audiences.

• Are thoughtful in your approach and constantly question the status quo. Just because we do things a certain way doesn’t mean it’s the best way!

  
  It’s Important To Us That You Have

• 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.

This job description incorporates the strategic focus cross-functional partnership and data-driven approach that define Deepgram’s go-to-market and customer-centric roles. If you’re passionate about helping partners and technology companies thrive together and you love operating where innovation and relationship management intersect we’d like to hear from you.

• Medical dental vision benefits

• Annual wellness stipend

• Mental health support

• Life STD LTD Income Insurance Plans

• Unlimited PTO

• Generous paid parental leave

• Flexible schedule

• 12 Paid US company holidays

• Quarterly personal productivity stipend

• One-time stipend for home office upgrades

• 401(k) plan with company match

• Tax Savings Programs

• Learning / Education stipend

• Participation in talks and conferences

• Employee Resource Groups

• AI enablement workshops / sessions

*For candidates outside of the US we use an Employer of Record model in many countries which means benefits are administered locally and governed by country-specific regulations. Because of this benefits will differ by region — in some cases international employees receive benefits US employees do not and vice versa. As we scale we will continue to evaluate where we can create more alignment but a 1:1 global benefits structure is not always legally or operationally possible.

Backed by prominent investors including Y Combinator Madrona Tiger Global Wing VC and NVIDIA Deepgram has raised over $215M in total funding. If you're looking to work on cutting-edge technology and make a significant impact in the AI industry we'd love to hear from you!

Deepgram is an equal opportunity employer. We want all voices and perspectives represented in our workforce. We are a curious bunch focused on collaboration and doing the right thing. We put our customers first grow together and move quickly. We do not discriminate on the basis of race religion color national origin gender sexual orientation gender identity or expression age marital status veteran status disability status pregnancy parental status genetic information political affiliation or any other status protected by the laws or regulations in the locations where we operate.

We are happy to provide accommodations for applicants who need them.

What We Do

Deepgram is the leading voice AI platform for developers building speech-to-text (STT) text-to-speech (TTS) and full speech-to-speech (STS) offerings. 200000+ developers build with Deepgram’s voice-native foundational models – accessed through APIs or as self-managed software – due to our unmatched accuracy latency and pricing. Customers include software companies building voice products co-sell partners working with large enterprises and enterprises solving internal voice AI use cases. The company ended 2024 cash-flow positive with 400+ enterprise customers 3.3x annual usage growth across the past 4 years over 50000 years of audio processed and over 1 trillion words transcribed. There is no organization in the world that understands voice better than Deepgram.

Why Work With Us

Our culture like our product is constantly learning and evolving but the heart of our team is enduring. We are a self-motivated positive passionate and competitive group of people. At Deepgram we put an emphasis on being ourselves being curious growing together and being human. We are a unique bunch who celebrate our differences.

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