• 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, 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 L1-style issues, bridging the gap between technical support, 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 & 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).

• Design and Develop Automation Stories in Tines connecting tools together using their APIs • Work closely with customers while they onboard, grow, and expand their usage of the platform • Educate customers on how to get started, refine, and expand their automation use cases • Advise customers on best practices in process automation and optimization • Partner with Customer Success Managers to review the health of customers and develop success plans for your accounts • Communicate customer needs across the organization to ensure that Tines builds the correct roadmap to meet customer needs • Knowledgeable about how to position Tines against other platforms and the common technical challenges of alert overload, disparate tools, and manual processes • Recognize problems with documentation, enablement material, and other resources customers use to learn about Tines • Willing to step in where needed and support multiple teams across the organization: Design, Engineering, Marketing, Sales, etc. • As an early stage start-up we're still putting together all of the processes and supports of larger, more mature companies - your input will help us shape them

• Act as a consultant on a variety of customers, delivering ad-hoc services tailored around their needs • Scope, shape and present technical workshops to drive Algolia’s adoption • Advise Algolia’s customers on the best technical and industry practices around search implementation and optimisation • Work closely with your account’s Customer Success Manager to ensure the customer’s long term health through a world-class support experience. • Work across the organisation and escalate as necessary for confirmation of solutions or other options. • Partner with Product Teams and Engineering to develop subject matter expertise and serve as a product expert to your customers. • Develop, maintain and present comprehensive case status reports to customers on a regularly scheduled meeting. • Proactively identify and work with the customer to resolve technical risks and bottlenecks. • Provide guidance on how to optimise the use of their environment.

• Combine technical expertise with customer empathy to deliver world-class support across the entire customer journey. • Own the technical customer relationship from implementation to ongoing support and ticket resolution. • Triage, debug and resolve issues, shipping fixes or implementing small features when needed. • Shield engineering teams from daily flow of customer requests while ensuring customer needs are met. • Translate customer conversations into structured, actionable engineering work. • Create tutorials, customer walkthroughs, and step-by-step enablement content as needed.