• Act as a technical expert and strategic advisor to enterprise customers, engaging directly with developers, engineers, and executives • Build, nurture, and sustain customer relationships across all personas (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 • Own and manage the full customer lifecycle: onboarding, adoption, technical enablement, expansion, and advocacy • Make Deepgram successful in the customer’s environment by ensuring products are integrated, enabled, and adopted effectively using best practices and reference architectures • Continuously operate in discovery mode to surface customer issues and translate them into actionable requirements for internal teams • Run live product demos, guide architecture discussions, and troubleshoot L1-style issues, bridging support, solutions design, and commercial growth • Maintain a deep understanding of Deepgram APIs, integrations, and AI/ML technologies • Leverage AI to amplify impact: apply AI in Customer Success to drive customer outcomes and surface insights • Proactively identify and scope opportunities for expansion (cross-sell, upsell, multi-product adoption) partnering with Sales • Develop and execute structured customer success plans aligning business outcomes with Deepgram’s product capabilities • Initiate and lead executive business reviews, joint planning sessions, and strategy workshops • Serve as the voice of the customer internally to influence product roadmap, GTM strategy, and internal tools • Track, analyze, and report on KPIs (adoption, usage, health, satisfaction, expansion, and revenue impact)