Enterprise Customer Success Manager

Summary

Join Deepgram's Customer Success Team as an Enterprise Customer Success Manager and become a strategic advisor, driving value for our enterprise-level and strategic customers. You will develop a deep understanding of customer needs, aligning them with Deepgram's solutions. Responsibilities include building and maintaining success plans, managing contract renewals, identifying expansion opportunities, and acting as the voice of the customer within Deepgram. You will leverage your technical expertise to guide customers and contribute to product improvements. Success in this role requires demonstrated success in driving outcomes, managing renewals, and upselling enterprise customers, along with strong technical aptitude and communication skills. Deepgram offers a collaborative and customer-centric environment.

Requirements

• 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

Responsibilities

• 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
• Partner with Deepgram Account Executives to manage enterprise-level and strategic accounts, including developing and maintaining customer success plans
• Build and maintain strong relationships with enterprise-level customers (from Developers and Project Managers to C-Level)
• Demonstrate the value of our product to customers and use these insights as a vehicle to recognize potential for account expansion
• Partner with the Marketing team to obtain customer testimonials, case studies, and video testimonials to showcase enterprise customer success stories
• 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
• 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
• 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
• Be always on the lookout for customer success stories, seeing each customer interaction as an opportunity to highlight their success with Deepgram’s solutions

Preferred Qualifications

• 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