Customer Success Engineer

About the role

You will serve as a critical bridge between Deepgram's enterprise clients and the technical capabilities of our voice AI platform, ensuring alignment between client objectives and solution outcomes. In this capacity, you will own the end-to-end success of assigned accounts by guiding them through implementation, adoption, and iterative optimization of AI-driven workflows. You will function as a technical strategist, diagnosing complex requirements and translating them into actionable deployment roadmaps that leverage Deepgram's API-first architecture. This position demands a high degree of ownership, where you proactively identify risks, mitigate blockers, and drive expansion through demonstrable value realization. You will collaborate directly with product, engineering, and sales teams to synthesize client feedback and influence product evolution. Success in this role will be defined by your ability to foster trust, enable sophisticated use cases, and establish Deepgram as an indispensable partner in your customers' AI journeys. You will champion an AI-first operational model, encouraging experimentation and rapid iteration to help clients maintain a competitive edge in a dynamic market.

Key facts

What you'll do

Conduct in-depth discovery sessions with enterprise stakeholders to map business goals to technical requirements and define measurable success criteria.

Architect tailored voice AI workflows by integrating Deepgram's speech-to-text, text-to-speech, and agent frameworks into existing customer technology stacks.

Lead the execution of proofs of concept, designing experiments that validate accuracy, latency, and scalability under real-world conditions.

Partner with developers to troubleshoot integration issues, analyzing logs, network traffic, and API interactions to resolve complex problems efficiently.

Quantify and communicate the business impact of deployed solutions, articulating cost savings, efficiency gains, and risk reduction to executive audiences.

Identify and cultivate expansion opportunities by uncovering new use cases, upselling advanced features, and driving adoption across organizational teams.

Develop and deliver technical training sessions, workshops, and documentation that empower customer teams to build and maintain their own voice AI applications.

Establish governance frameworks and best practices that ensure solutions remain secure, compliant, and performant as they scale.

Collaborate with product managers to relay user insights, pain points, and feature requests, shaping the future roadmap of the platform.

Proactively monitor industry trends in voice AI and automation, incorporating new methodologies and tools into customer engagements to maintain relevance.

Champion an AI-native mindset by demonstrating how to leverage large language models, automation scripts, and agentic workflows to optimize operations.

Build long-term relationships with technical and executive stakeholders, positioning yourself as a trusted advisor who drives strategic growth initiatives.

Facilitate cross-functional alignment between customer success, engineering, and sales to ensure cohesive support and revenue expansion.

Continuously refine your own expertise by experimenting with new tools, contributing to internal knowledge bases, and mentoring junior team members.

Drive adoption metrics and health scores, escalating at-risk accounts and implementing retention strategies rooted in data and empathy.

Requirements

You possess a minimum of seven years of professional experience in technical or customer-facing roles within API-driven, developer-first, or AI-focused organizations.

You have managed complex enterprise accounts, balancing deep technical involvement with strategic account management to achieve retention and growth targets.

You have hands-on experience conducting product demonstrations, leading proofs of concept, and facilitating technical workshops for sophisticated buyers.

You have a documented history of identifying and closing expansion revenue through cross-sell and upsell initiatives within existing customer relationships.

You understand API fundamentals, integration patterns, and developer workflows well enough to diagnose and resolve basic technical issues independently.

You are adept at communicating with diverse audiences, adjusting your style for technical practitioners, architects, and executive decision-makers.

You exhibit exceptional verbal and written communication skills, presenting intricate technical topics with clarity and confidence.

You have built scripts, tools, or automated workflows in the past, providing concrete examples of how you improve efficiency and reduce manual effort.

You operate effectively in an AI-first environment, leveraging AI tools in your daily work and adapting workflows when such tools experience interruptions or limitations.

You thrive in ambiguous, fast-paced settings, managing competing priorities with resilience, ownership, and minimal supervision.

You approach problems with creativity, designing innovative automation strategies that enhance customer outcomes and operational efficiency.

You are committed to continuous learning, staying current with advances in AI, voice technology, and automation to better serve customers.

You are willing to work on-site in London, UK, engaging regularly with internal and external stakeholders in person.

You are comfortable with asynchronous communication and documentation, maintaining transparency and alignment across distributed teams.

Nice to have

You have direct experience in machine learning, voice AI, cloud infrastructure, or developer-focused technologies.

You have worked in solutions engineering, technical account management, or L1 support roles in addition to customer success responsibilities.

You have used automation, scripting, or agent-building with programming languages such as Python or TypeScript, or through workflow automation platforms.

You are knowledgeable about ITAR regulations or have experience in sensitive or regulated data environments.

You have previously worked in fast-paced startups or high-growth companies, demonstrating adaptability and resilience under pressure.

Practical notes

This role is based on-site in London, UK, and requires regular travel to customer locations as needed.

The position involves ongoing training, process improvement contributions, and participation in internal knowledge-sharing initiatives.

Candidates must be eligible to work in the United Kingdom without sponsorship, as the company is currently unable to sponsor visas for this role.

Continuous adaptation is essential due to the rapid evolution of AI tools, voice technology, and automation practices in the sector.