Customer Success Engineer (Americas)

About the role

The Customer Success Engineer serves as the technical advisor and strategic owner for a portfolio of enterprise accounts, partnering with everyone from developers to CIOs and CTOs. They drive adoption through live demos, workshops, architecture guidance, troubleshooting, and best-practice recommendations, making Deepgram successful inside the customer's environment.

Responsibilities

• Serve as the technical advisor and strategic owner for a portfolio of enterprise accounts, partnering with everyone from developers to 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.

Requirements

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. For most people that's roughly 7+ years, but we care more about the shape of your experience than the exact number.

A track record that blends 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 — leading them, not just attending.

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 genuinely conversant — not hand-waving).

Experience engaging both technical stakeholders (developers, architects) and executive buyers (CIO, CTO, VP Engineering).

Exceptional communication, influence, and relationship-building — concise and structured, across technical and business audiences.

Something you've built — a tool, agent, script, or workflow — that permanently eliminated recurring work. In your application, tell us what it was, what it replaced, and what it's still doing today.

An AI-native operating model: specific workflows that structurally depend on AI, and a clear account of how you'd rebuild them if those tools disappeared tomorrow.

Nice to Have:

• Experience in machine learning, voice AI, cloud infrastructure, or developer-first technologies.
• A background spanning solutions engineering, TAM, or L1 support alongside CS responsibilities.
• Working fluency with automation, scripting, or agent-building (Python, TypeScript, workflow tools, agent frameworks, or equivalent).