Enterprise Customer Success Manager

Company Overview

Deepgram is a foundational AI company on a mission to transform human-machine interaction using natural language. We give any developer access to the fastest, most powerful voice AI platform including access to models for speech-to-text, text-to-speech, and spoken language understanding with just an API call. From transcription to sentiment analysis to voice synthesis, Deepgram is the preferred partner for builders of voice AI applications.

Please Note: We will be accepting applications through Wednesday, November 27th at 5p Pacific

Our Customer Success Team, known as ‘The Heartbeat of Deepgram’, plays a pivotal role in our customer-centric organization. All teams within Deepgram rely heavily on our Customer Success Team’s insights to ensure we are building solutions that are centered on our customers’ needs. As a proactive strategic advisor, our Enterprise Customer Success Managers are outcome-driven and are instrumental in driving value for our enterprise-level and strategic customers. You will develop a deep understanding of customers' business needs and growth trajectories and align them with Deepgram's solutions. You will build and maintain Success Plans that ensure ongoing business alignment. You will utilize customer insights and your analytical skills to manage contract renewals and identify opportunities for account expansion. You will act as the voice of the customer within Deepgram, influencing product and customer success improvements based on customer feedback. Maintaining a high-level technical understanding of our solutions will be key to your success in this role. 

Who You Are

You are someone who thrives on exploring emerging technologies, always staying up-to-date with the latest advancements in the A.I. space. You have a passion for driving value and achieving impactful results. In other words, driving outcomes and value is your thing and you aim to deliver value with each customer from day one of their customer journey. You are passionate about being a strategic partner, where you do more than solve problems - you identify business opportunities and think innovatively to achieve customer outcomes. You will bring your expertise from roles such as Technical Account Manager, Implementation Engineer, Sales Engineer, or similar, and be excited to steer customers beyond their business goals through the use of A.I. 

What You’ll Do

• You will be an outcome-driven strategic advisor, driving value to customers by understanding their business objectives and strategically aligning our solutions to help them achieve their goals. 
• You will partner with Deepgram Account Executives to manage enterprise-level and strategic accounts, including developing and maintaining customer success plans.
• You will build and maintain strong relationships with enterprise-level customers (from Developers and Project Managers to C-Level)
• You will demonstrate the value of our product to customers and use these insights as a vehicle to recognize potential for account expansion. 
• You will partner with the Marketing team to obtain customer testimonials, case studies, and video testimonials to showcase enterprise customer success stories. 
• You will manage the renewal process, including identifying early renewal opportunities and ensuring timely renewals.
• Maintain a deep understanding of Deepgram’s solutions, as well as industry trends and best practices. 

You’ll Love This Role If You

• If you start your work day thinking, “I’m going to drive outcomes and value today!”
• Seek to advocate as the voice of the customer internally, sharing customer feedback and insights with cross-functional teams to drive product and service improvements that meet customer needs and enhance the overall customer experience 
• Enjoy collaborating with cross-functional internal teams, including sales, product, research, data operations, revenue operations engineering, and support
• Can maintain a high-level technical understanding of Deepgram’s products to guide your customers and identify solutions that meet their needs
• Conduct executive business reviews to ensure business alignment, review business goals, provide recommendations for improvement, and identify opportunities for expansion
• Are always on the lookout for customer success stories, seeing each customer interaction as an opportunity to highlight their success with Deepgram’s solutions

It’s Important To Us That You Have

• Demonstrated success driving outcomes and delivering value
• Demonstrated success in managing the renewal process and upselling enterprise customers, particularly with technical products
• A strong technical aptitude
• Ability to communicate complex technical concepts with developers and marketers alike
• Strong analytical skills with the ability to translate complex data into insights
• A customer-focused mindset, with a strong commitment to ensuring the success of Deepgram’s enterprise-level customers
• A proactive and strategic approach to building and maintaining strong customer relationships. 
• Exceptional communication skills internally and externally

It Would Be Great If You Had

• Prior experience in customer-facing roles, such as Enterprise Customer Success Manager, Strategic Customer Success Manager, Sales Engineering, Solutions Engineering or similar role
• Experience managing high ARR accounts and/or high valued logos particularly at the enterprise or strategic level. 
• Experience managing the renewal process, and upselling enterprise customers, particularly with technical products
• Experience capturing and presenting customer success stories effectively, along with sourcing case studies and video testimonials
• Experience working with APIs and supporting a technical product
• Familiarity with automation tools and basic scripting

Backed by prominent investors including Y Combinator, Madrona, Tiger Global, Wing VC and NVIDIA, Deepgram has raised over $85 million in total funding after closing our Series B funding round last year. If you're looking to work on cutting-edge technology and make a significant impact in the AI industry, we'd love to hear from you!

Deepgram is an equal opportunity employer. We want all voices and perspectives represented in our workforce. We are a curious bunch focused on collaboration and doing the right thing. We put our customers first, grow together and move quickly. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate.

We are happy to provide accommodations for applicants who need them.