Scale-Focused Customer Success Engineer

Deepgram; San Francisco (CA); Remote; USD 120,000 - 180,000; Full time

Job summary

Deepgram is seeking a Customer Success Engineer who operates at the intersection of APIs, customer outcomes, and scale. You will own adoption, retention, and expansion across a large pooled portfolio via a digital-first, one-to-many motion designed to accelerate value for hundreds of customers.

You will troubleshoot API integrations, run demos for developers, and build repeatable playbooks and self-serve resources.

Qualifications

• 3–5+ years in a technical, customer-facing role at an API-driven or AI company.
• Strong API familiarity and ability to run demos with developers.
• Experience serving a high volume of customers or scalable programs.
• Ability to build repeatable playbooks, templates, or automations.
• Data-driven mindset using product usage and health data.
• Excellent written and verbal communication across audiences.

Responsibilities

• Own adoption, retention, and expansion across a large pooled portfolio via a one-to-many motion.
• Design scalable customer journeys—onboarding sequences, automated lifecycle touchpoints, self-serve resources.
• Show up in person at activation, blockers, expansion signals, renewal, and risk moments.
• Provide hands-on technical guidance—run demos, guide API integrations, troubleshoot L1/L2 issues.
• Build reusable enablement assets—demo scripts, integration guides, sample code, playbooks.
• Run webinars and education campaigns to drive product adoption and expansion.
• Monitor portfolio health, usage, and churn-risk signals; trigger proactive outreach.
• Identify expansion opportunities and partner with Sales on high-value plays.
• Voice of the customer; feed data into product roadmap and GTM strategy.
• Track portfolio KPIs: activation, adoption, usage, health, retention, expansion.
• Create scalable systems; turn repetitive work into reusable solutions.

Skills

APIs & integrations

Technical demos

Customer success mindset

Data-driven decision making

Excellent written communication

Tools

Gainsight

Vitally

ChurnZero

Python

TypeScript

Job description

Deepgram is seeking a Customer Success Engineer who operates at the intersection of APIs, customer outcomes, and scale. You will own adoption, retention, and expansion across a large pooled portfolio via a digital-first, one-to-many motion designed to accelerate value for hundreds of customers.

You will troubleshoot API integrations, run demos for developers, and build repeatable playbooks and self-serve resources.