OpenAI seeks a Scaled AI Success Engineer to ensure the post-sales success of a diverse portfolio of customers. This role combines proactive monitoring, programmatic engagement, and targeted technical support to improve adoption outcomes at scale. You will act as a pivotal resource for customers without dedicated coverage, maintaining strong account health and driving value.
What You'll Do
- Monitor account health signals and adoption data to identify at-risk or expansion-ready customers.
- Proactively intervene with outreach to capture expansion opportunities or resolve adoption, configuration, or technical issues.
- Coordinate pooled resources across AI Deployment Managers, Solutions Architecture, and User Operations for timely support.
- Own instance administration and first-line technical triage, including MCP refreshes, configuration updates, and error handling.
- Communicate adoption trends, risks, and intervention requirements to Customer Education and cross-functional partners.
- Identify patterns in customer issues and feedback to surface insights to Product and Engineering.
- Execute repeatable adoption and remediation programs designed to improve activation, engagement, and customer outcomes.
- Partner with Sales and Solutions Engineers to support expansion readiness by identifying value opportunities and validating technical readiness.
- Design experiments, measure lift, and operationalize effective strategies across cohorts.
What We're Looking For
- 6 years of experience in technical customer-facing roles such as technical support, solutions engineering, customer success engineering, or technical account management.
- Hands-on experience working with APIs, developer tools, or SaaS platforms in enterprise or scaled environments.
- Experience managing a larger portfolio of customers concurrently.
- Comfort troubleshooting technical issues and guiding customers through configuration and setup workflows.
- Ability to communicate clearly and concisely with both technical and non-technical stakeholders.
- Enjoy working in fast-paced environments with high context switching and operational ownership.
- Excitement for the challenge of delivering high-quality customer outcomes at scale.
Nice to Have
- Ability to balance structured program execution with real-time customer problem-solving. Experience with dashboards, tooling, and automation is preferred.
Technical Stack
- APIs
- Developer tools
- SaaS platforms
Team & Environment
Works closely with Customer Education, Solutions Architects, User Ops, Sales, and Solutions Engineering.
We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.
