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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.

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Average salary estimate

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What You Should Know About Enterprise Customer Success Manager, Deepgram

If you're looking to dive into the exciting world of AI and customer success, the role of Enterprise Customer Success Manager at Deepgram is perfect for you! As a vital part of our Customer Success Team—affectionately known as 'The Heartbeat of Deepgram'—you'll get to work remotely while focusing on driving value and outcomes for our enterprise-level clients. Here at Deepgram, we're on a mission to transform human-machine interaction, and we need someone like you who thrives on understanding customer needs and aligning them with powerful voice AI solutions. You'll develop deep knowledge of our clients' business objectives and growth paths, all while building strong relationships with a range of stakeholders from developers to C-level executives. Your insights will not only help manage contract renewals, but also identify exciting opportunities for expanding our customer base. Your passion for outcomes and your ability to communicate complex technical concepts will be your greatest allies in this role. Collaborating with cross-functional teams and advocating for customer feedback will further enhance our offerings, making you essential to our mission. So, if you're ready to make a significant impact in AI and lead our customers to success, consider joining Deepgram and be part of something transformative!

Frequently Asked Questions (FAQs) for Enterprise Customer Success Manager Role at Deepgram
What does the Enterprise Customer Success Manager role at Deepgram involve?

As an Enterprise Customer Success Manager at Deepgram, your responsibility includes acting as a strategic advisor for our enterprise clients. You'll develop deep insights into customers' business objectives, align Deepgram's innovative voice AI solutions with their goals, drive value, and foster long-term relationships.

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What qualifications are needed for the Enterprise Customer Success Manager position at Deepgram?

We're looking for someone with a strong background in customer-facing roles like Enterprise Customer Success Manager or similar fields. Experience with technical products, managing high ARR accounts, and upselling is also highly desirable.

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How can I succeed in the Enterprise Customer Success Manager role at Deepgram?

To thrive as an Enterprise Customer Success Manager at Deepgram, you should focus on understanding your customers deeply, driving outcomes, maintaining strong technical knowledge of our solutions, and advocating for the customer voice within the company.

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What type of work culture can I expect at Deepgram?

Deepgram promotes a collaborative, curious, and inclusive culture. We value diverse voices and perspectives and emphasize the importance of putting our customers first while working together to drive innovation in AI.

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What are the expectations for contract renewals for the Enterprise Customer Success Manager at Deepgram?

As an Enterprise Customer Success Manager at Deepgram, you will actively manage the renewal process by identifying early opportunities for contract renewals and ensuring timely completion, all while deepening the relationship with enterprise-level customers.

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How does Deepgram support customer success stories?

At Deepgram, you're encouraged to collaborate with the marketing team to create customer success stories, case studies, and video testimonials that showcase the impact of our voice AI solutions on enterprise clients, helping to highlight their achievements.

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How important is technical knowledge in the Enterprise Customer Success Manager role at Deepgram?

Having a strong technical aptitude is essential for an Enterprise Customer Success Manager at Deepgram. You'll need to communicate complex technical concepts to both developers and marketers effectively and maintain a comprehensive understanding of our AI solutions.

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Common Interview Questions for Enterprise Customer Success Manager
What strategies do you use to understand a customer's business objectives?

To understand a customer's business objectives, I prioritize building personal relationships and actively listening during client meetings. I usually ask probing questions to uncover their pain points and future goals, which helps me align Deepgram's solutions with their needs effectively.

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How do you handle difficult customer situations?

In challenging customer situations, my first step is to remain calm and listen empathetically to their concerns. I believe addressing the issue directly, proposing viable solutions, and following up promptly demonstrates commitment to the customer and helps restore their confidence in us.

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Can you share an example of how you achieved a successful upsell?

One success story involved forging strong relationships with a key account by constantly checking in and offering insights on how they could leverage additional features of our product. This proactive approach led to a tailored proposal that justified the upsell, meeting their evolving needs.

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What do you see as the most important skills for an Enterprise Customer Success Manager at Deepgram?

The most critical skills for an Enterprise Customer Success Manager at Deepgram include strong analytical capabilities, technical understanding of our solutions, exceptional communication skills, and a customer-centric mindset that prioritizes long-term success and value.

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How do you use customer feedback to influence product improvements?

I actively collect and analyze customer feedback, looking for patterns and common suggestions. By presenting this data to cross-functional teams, I help advocate for enhancements that will increase customer satisfaction and product functionality.

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What role does collaboration play in customer success?

Collaboration is vital in customer success—as an Enterprise Customer Success Manager, I partner with various teams like sales, engineering, and marketing to ensure that the solutions we provide meet customer needs and drive desired outcomes.

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How do you maintain a high-level technical understanding of products?

I keep my technical skills sharp by consistently engaging with the product development team, attending training sessions, and utilizing our own products. This ongoing learning process ensures I'm equipped to assist customers effectively.

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What methods do you use to prioritize tasks in a customer success role?

In customer success, I prioritize tasks based on the urgency of customer needs, contract deadlines, and strategic objectives. Using tools like customer success software aids in tracking these tasks effectively.

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Can you explain how you conduct business reviews with customers?

When conducting business reviews, I prepare by gathering data on the customer’s usage and outcomes related to our products. During the review, I focus on celebrating their successes, discussing alignment with their goals, and identifying areas for future collaboration.

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What do you do to ensure timely contract renewals?

To ensure timely contract renewals, I maintain proactive communication with customers well in advance of expiration dates. I also review their current usage and advocate for any necessary adjustments to ensure our solutions continue to meet their needs effectively.

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Our mission is to unlock the power of voice data to fuel the world’s big ideas and we need people who aren’t afraid to challenge how it’s always been done. Are you in?

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Full-time, remote
DATE POSTED
November 27, 2024

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