About this role.
Deepgram is seeking a Customer Success Engineer to drive adoption, retention, and expansion for a large pooled portfolio of scaled customers using a digital-first, one-to-many engagement model. The role combines technical API guidance, L1/L2 integration troubleshooting, customer education, and lifecycle program design for developer-facing Voice AI products. This person will create reusable enablement assets, automated workflows, webinars, and data-driven outreach based on account health and usage signals. Success depends on strong technical credibility with APIs, exceptional written communication, systems thinking, and an AI-first approach to eliminating repetitive work. The position operates in a fast-changing remote environment with substantial ownership and cross-functional partnership with Sales, Product, and GTM teams.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
5/5Autonomy Level
5/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would explain the recurring process, its frequency and business cost, the system I designed, and how I validated its reliability. A strong answer should quantify outcomes such as reduced response time, fewer support tickets, improved activation, increased adoption, or hours saved, while showing that the solution remained useful after launch.
I would first confirm the customer’s use case, architecture, traffic expectations, latency needs, authentication model, and success criteria. I would then guide implementation around API patterns, error handling, observability, testing, security, and performance considerations, using demos or sample code where helpful. Finally, I would establish usage milestones and proactive follow-up so technical progress translates into sustained adoption.
I would use a data-driven prioritization model combining activation status, usage trends, health scores, support signals, renewal timing, expansion potential, and strategic value. High-risk or high-opportunity customers would receive targeted human engagement, while common needs would be addressed through automated journeys, in-app guidance, documentation, and one-to-many programs. I would continuously evaluate which interventions improve portfolio-level KPIs.
I would track time-to-first-value, onboarding completion, feature adoption, active usage, usage growth, support volume, health score distribution, churn and retention rates, renewal outcomes, expansion pipeline, and program engagement rates. For each program, I would define a baseline, target segment, intended behavior change, and a clear measurement window. The goal is to connect activity to customer outcomes and commercial impact rather than reporting engagement alone.
I use AI to accelerate research, account summarization, content drafting, technical investigation, workflow automation, and pattern detection across customer interactions. I validate outputs against reliable sources, protect customer data, retain human judgment for high-impact decisions, and document repeatable prompts or agents so the team can benefit. The best use of AI is not simply faster execution; it is redesigning processes to create scalable, measurable leverage.
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 email address. If you’ve received a message claiming to be Deepgram, please forward it to careers@deepgram.com.
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