Customer Success Engineer (Scaled)

The role

You will drive adoption, retention, and expansion for a large, pooled portfolio of Scaled-segment customers using a one-to-many motion. You will design scalable customer journeys, provide technical guidance for API integrations, and build automated systems to eliminate recurring work.

What you will do

• Own adoption, retention, and expansion across a large, pooled portfolio of Scaled-segment customers
• Design and execute scalable customer journeys including digital onboarding and automated touchpoints
• Provide hands-on technical guidance, run demos, and guide API integrations and architecture decisions
• Build and maintain reusable enablement assets like demo scripts, integration guides, and sample code
• Run one-to-many programs such as webinars, office hours, and education campaigns
• Monitor account health, usage, and churn-risk signals to trigger proactive outreach
• Identify and scope expansion opportunities at scale in partnership with Sales
• Serve as the voice of the customer internally for product roadmap and GTM strategy
• Track, analyze, and report portfolio-level KPIs
• Build systems to automate manual tasks

Required qualifications

• 3–5+ years in a technical, customer-facing role at an API-driven, developer-first, or AI company
• Fluency in APIs, developer workflows, and integration patterns
• Experience serving a high volume of customers or building scaled/tech-touch programs
• Systems thinking and process orientation
• Data-driven mindset
• Excellent written and verbal communication
• In your application: tell us about something you built that permanently eliminated recurring work
• Strong sense of ownership and comfort working collaboratively and independently in a remote environment

Nice to have

• 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)
• 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

About the company

Deepgram is a research company that productizes as fast as possible, providing speech models and real-time infrastructure to power AI systems. Their Voice Agent Platform includes speech-to-text, text-to-speech, and speech-to-speech via cloud APIs or self-hosted deployments.