Customer Success Engineer (Singapore)

COMPANY OVERVIEW Deepgram is bringing the world’s most natural interface, voice, to the technology we use every day. Our speech models and real-time infrastructure power AI systems that keep up with the way people actually speak. More than 5,000 organizations run conversational voice AI on Deepgram in production, including Twilio, Cloudflare, Sierra, Decagon, Vapi, Cresta, Granola, and Jack in the Box. The Deepgram Voice Agent Platform brings together speech-to-text, text-to-speech and speech-to-speech, with voice-native foundation models available through cloud APIs or self-hosted and on-premises deployments. Built for accuracy, low latency and cost efficiency, Deepgram makes high-quality voice experiences practical to build and run at scale. More than 650,000 developers have used Deepgram to process more than 200,000 years of audio. Every day, more of the world’s conversations with AI run on our models. Operating Principles: Deepgram is a research company that productizes as fast as possible. Four Operating Principles shape how we think, decide, and work together: 1. Compress before you communicate. You think it through first, then lead with the bottom line. 2. Resist entropy. You question what already exists before adding more process or tools. 3. Solve the category. You fix recurring problems at the source, not one case at a time. 4. Work at the frontier. You go after problems no one has solved yet. We look for people who already work this way, and these principles shape how we grow and evaluate our team. AI-FIRST BY DEFAULT We build AI that millions of people talk to, and we run the company the same way. AI is how we centralize work here, and is core to how we operate. That means more than using the tools. We expect you to: - Build, not just use. Design your own workflows and agents, and use AI to remove whole categories of work instead of doing the same work faster. - Own the output. AI can speed up the work. It doesn’t make anyone less accountable for it. You understand, verify, and stand behind everything you share, including what an agent produces for you. - Spend the time you get back at the frontier. The capacity AI creates goes toward problems no one has solved yet. - Keep pace. Models and tools change every month, and so will your work. You adopt what’s new quickly and drop what no longer earns its place. We judge AI by what it helps you deliver and whether you stand behind the result, not by how often you use it. In interviews, expect to walk us through a workflow you built and where you drew the line between AI and your own judgment. NOTE: THIS IS A REMOTE ROLE THAT WILL BE BASED OUT OF SINGAPORE. THE OPPORTUNITY This is a rare chance to be one of the first people building Deepgram's business in Asia Pacific. You will help lay the foundation of how we serve customers across APAC. You will shape the playbook rather than inherit one, work directly with our lighthouse regional customers, and have visible impact on how an AI-native company scales in one of the world's most dynamic markets. If the idea of building something from the ground up energizes you, this role is for you. Our Customer Success team, known as The Heartbeat of Deepgram, sits at the intersection of customers, product, and growth. We're not here just to "manage accounts"; we make Deepgram successful in our customers' environments by combining technical expertise with commercial impact. Customer Success Engineers are hands-on partners who ensure adoption, solve complex technical challenges, and highlight opportunities for expansion. At the same time, we bring back the insights that shape Deepgram's roadmap and the internal tools we build to support customers. WHO YOU ARE You are not a traditional CSM. You're a Customer Success Engineer, someone who thrives at the intersection of APIs, customer outcomes, and business growth. You have a strong technical foundation and are comfortable running demos, guiding architecture discussions, and helping customers integrate AI-driven solutions into their workflows. You're equally skilled at reading a room, building trust with executives, and uncovering growth opportunities that come from technical adoption. You've likely been a Technical Account Manager, Sales Engineer, Implementation Engineer, or Solutions Engineer, and you're excited to bring that blended experience to help customers realize value from day one and scale it over time. As a Customer Success Engineer, you will nurture and grow relationships with strategic customers, leading initiatives that drive adoption, enablement, and measurable business outcomes. You will own the lifecycle for assigned customers from onboarding and enablement through engagement, performance analysis, and expansion. You will be pivotal in aligning customer strategies with Deepgram's roadmap and strategy, ensuring both Deepgram and our customers achieve shared success. WHAT YOU'LL DO - 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 and 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 technical issues, bridging the gap between 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 and 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). YOU'LL LOVE THIS ROLE IF YOU - Thrive at the intersection of sales engineering, account management, and customer success. - Have high EQ and a high learning index, you read the room, adapt your style, and quickly absorb technical and business complexity. - Are a strong communicator who can keep many stakeholders aligned and focused, often through constant updates and over-communication on status and ownership. - Are energized by technical problem-solving, live demos, and translating support questions into growth conversations or business outcomes. - See customer health and technical adoption not as endpoints but as the fuel for revenue expansion. - Value collaboration and thrive in high-growth, fast-paced environments where priorities shift quickly. - Have a high degree of integrity and can work both collaboratively and independently in a remote WFH environment. Being self-directed is key to staying proactive. - Enjoy leveraging data to guide decisions, uncover insights, and identify opportunities for program improvement. - Are persistent, resourceful, and able to adapt your communication style to suit both technical and business audiences. - Are thoughtful in your approach and constantly question the status quo. Just because we do things a certain way, doesn't mean it's the best way! IT'S IMPORTANT TO US THAT YOU HAVE - 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 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 and developer workflows, and hold fluent technical conversations with engineers and architects. - 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. IT WOULD BE GREAT IF YOU HAD - A background spanning solutions engineering or technical account management in ad