Customer Success Engineer – APAC
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Job Description
Customer Success Engineer at Deepgram collaborating with enterprise clients to drive AI integration in APAC. A role focused on technical solutions and strategic partnerships.
Responsibilities:
- Act as a technical expert and strategic advisor to enterprise customers, engaging directly with developers, engineers, and executives to align business goals with technical solutions.
- Build, nurture, and sustain customer relationships across all personas interacting with Deepgram (from developers, program managers to CIOs, CTOs, and other C-level stakeholders).
- Conduct regular on-site visits with customers to partner closely, work hands-on to drive adoption, and actively embed Deepgram into their workflows. Frequent travel may be required.
- Own and manage the full customer lifecycle: onboarding, adoption, technical enablement, expansion, and advocacy.
- Focus on making Deepgram successful in the customer’s environment; ensuring products are integrated, enabled, and adopted effectively, applying best practices, reference architectures, and creative solutions to drive outcomes.
- Continuously operate in discovery mode, surfacing customer issues, deeply understanding their complexity and business impact, and translating them into actionable requirements for internal teams.
- Confidently run live product demos, guide architecture discussions, and troubleshoot L1-style issues, bridging the gap between technical support, solutions design, and commercial growth.
- Maintain a deep understanding of Deepgram APIs, integrations, and AI/ML technologies.
- Leverage AI to amplify your impact; be an expert in how Customer Success can apply AI to drive customer outcomes, surface insights, and improve internal systems.
- Proactively identify & scope opportunities for expansion (cross-sell, upsell, multi-product adoption), partnering with Sales.
- Develop and execute structured customer success plans that align business outcomes with Deepgram’s product capabilities.
- Proactively initiate and lead executive business reviews, joint planning sessions, and strategy workshops to stay ahead of risks, ensure alignment, and surface opportunities for growth.
- Serve as the voice of the customer internally, influencing product roadmap, GTM strategy, and even the internal tools and processes we build to support customers.
- Track, analyze, and report on key performance indicators (adoption, usage, health, satisfaction, expansion, and overall revenue impact).
Requirements:
- 7–10+ years in Technical Account Management, Sales Engineering, and/or Enterprise Customer Success (with strong technical focus), at innovative, API-driven technology companies (developer-first, developer tools, or emerging AI/tech)
- A proven track record in roles that blend customer engagement with technical expertise, navigating between solution design, technical problem-solving, and commercial growth.
- Hands-on experience with running product demos, POCs, or technical workshops with enterprise customers.
- Demonstrated success identifying expansions, cross-sell, and upsell opportunities in complex enterprise accounts.
- Strong technical aptitude: able to discuss APIs, developer workflows, and troubleshoot basic L1-style support questions (no coding required, but must be fluent in technical conversations)
- Experience engaging across technical teams (developers, architects, support) and executive buyers (CIO, CTO, VP Engineering, etc.).
- Exceptional interpersonal, communication and collaboration skills, with proven ability to influence internal and external stakeholders (including executives, technical teams, and sales).
- A strong sense of ownership and stewardship for your customers, and a keen focus on developing a strong personal brand.
- A strong understanding of partner ecosystems, channel business models (resale, referral, integrations, co-marketing, co-selling), and multi-party commercial dynamics.
Benefits:
- Medical, dental, vision benefits
- Annual wellness stipend
- Mental health support
- Life, STD, LTD Income Insurance Plans
- Unlimited PTO
- Generous paid parental leave
- Flexible schedule
- 12 Paid US company holidays
- Quarterly personal productivity stipend
- One-time stipend for home office upgrades
- 401(k) plan with company match
- Tax Savings Programs
- Learning / Education stipend
- Participation in talks and conferences
- Employee Resource Groups
- AI enablement workshops / sessions
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