Customer Success Engineer (Scaled)

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 API