Customer Success Engineer (Americas)

Company Overview

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 200,000 developers and 1,300+ 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 50,000 years of audio and transcribed more than 1 trillion words. There is no organization in the world that understands voice better than Deepgram.

Company Operating Rhythm

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.

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 and an AI-native mindset. Customer Success Engineers are hands-on partners who ensure adoption, solve complex technical challenges, and highlight opportunities for expansion, while building the systems that make our team's work compound over time.

Who You Are

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're 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.

Moreover, AI is how you work, not a tool you reach for occasionally. You've rebuilt a meaningful part of your workflow around it, and going back to the pre-AI way of doing things would feel like working with one hand tied behind your back. You'd refuse to.

You're also a builder. When you see recurring work, your instinct isn't to get faster at it, it's to make it unnecessary. You've shipped something, an internal tool, an agent, a pipeline, a script, a workflow, that permanently eliminated a class of problems for you or your team.

What You’ll Do

• 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 and 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.
• Proactively identify and 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 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).
• Operate AI-first by default. Every repeatable part of your job, research, prep, account summaries, follow-ups, technical investigation, should run through AI workflows you've designed. If you catch yourself doing something manually more than twice, your next move is to build the system that removes it.
• Build internal tools, agents, and systems that eliminate recurring work for yourself and the broader Customer Success team. Your output is measured not just by the customers you serve, but by the leverage you create for everyone else.