Customer Success Engineer (Scaled)

Job description

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. THE OPPORTUNITY The Scaled Team is how Deepgram delivers world-class customer success to our fastest-growing segment — at scale. Instead of one CSE per account, you'll drive adoption, retention, and expansion across a large, pooled portfolio through a digital-first, one-to-many motion: automated customer journeys, programmatic outreach, self-serve enablement, and well-timed human touchpoints at the moments that matter most. This is a role for a deeply technical systems builder. You'll be as comfortable troubleshooting an API integration as designing the onboarding sequence, webinar, or automated workflow that helps hundreds of customers hit value faster. Your leverage doesn't come from how many meetings you take — it comes from the repeatable systems you build that make every customer feel like they have a dedicated engineer in their corner. WHO YOU ARE You're not a traditional CSM. You're a Customer Success Engineer who works at the intersection of APIs, customer outcomes, and scale — credible running demos, guiding integration and architecture decisions, and helping customers get from prototype to production. What sets you apart is the instinct to turn a one-off fix into something scalable: a playbook, an automation, a self-serve resource that solves the same problem for every customer who comes after. You've shipped something — an internal tool, an agent, a script, a pipeline, a customer-facing program — that permanently eliminated a class of problems for you, your team, or your customers. You're energized by serving a high volume of customers without dropping the quality bar. You ramp quickly on unfamiliar accounts, prioritize ruthlessly through a business-impact lens, and are comfortable working a shared, pooled book rather than a fixed set of named accounts. You have high EQ and a high learning index — you read a customer's situation fast and absorb technical and business complexity faster. You write exceptionally well, because your writing has to scale across hundreds of customers at once. And you question the status quo: the fact that we do something a certain way isn't evidence it's the best way. 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 old way would feel like working with one hand tied behind your back. You'd refuse to. WHAT YOU'LL DO - 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. Your output is measured not just by the customers you serve, but by the leverage you create for the whole segment. IT'S IMPORTANT TO US THAT YOU HAVE - 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. IT WOULD BE GREAT IF YOU HAD - Experience in a scaled, digital, or tech-touch Customer Success motion, and/or with consumption-based business models. - Working fluency with automation, scripting, or agent-building (Python, TypeScript, workflow tools, agent frameworks) — enough to ship working systems. - Experience with Customer Success, customer education, or marketing-automation platforms (Gainsight, Vitally, ChurnZero, or similar) and product analytics tools. - Experience in AI, ML, voice AI, cloud infrastructure, or developer-first technologies. - A background in Customer Education, Scaled/Digital Success, or Customer Marketing alongside technical customer-facing work. Notice: We're aware of individuals impersonating Deepgram recruiters. All legitimate Deepgram recruiting communication comes from an @deepgram.com http://deepgram.com email address. If you've received a message claiming to be Deepgram, please forward it to careers@deepgram.com.