Scaled AI Success Engineer

About the Team

OpenAI’s AI Success Engineer team partners with the world’s most ambitious organizations to translate cutting edge AI into real business value. We guide customers from first deployment through scaled enterprise adoption. Our work spans technical integration and enablement, workflow transformation, and sustained program and product delivery.

Our customers range from fast growing digital natives to the largest global enterprises, government agencies, and educational institutions. Every engagement is an opportunity to shape how AI changes work, productivity, and innovation. This role sits at the center of that mission.

About the Role

The Scaled AI Success Engineer supports the post-sales success of a broad portfolio of customers through proactive monitoring, programmatic engagement, and targeted technical & change management intervention. This role is responsible for identifying adoption risk and expansion signals, coordinating pooled resources, and stepping in directly when customers need hands-on support.

This role blends operational execution, customer advisory, technical support, and cross-functional coordination. You will work closely with Customer Education, Solutions Architects, User Ops, Sales, and Solutions Engineering to ensure customers stay healthy, unblocked, and progressing through key adoption milestones.

Success in this role means maintaining strong account health at scale, improving adoption outcomes across customer cohorts, and ensuring consistent, high quality technical experiences across the customer base.

In this role, you will:

• Monitor account health signals and adoption data to identify at-risk or expansion-ready customers in the absence of dedicated success coverage.

• Proactively intervene with customers through proactive and reactive outreach to capture expansion opportunities or resolve adoption, configuration, or technical issues.

• Coordinate pooled resources across AI Deployment Managers, Solutions Architecture, and User Operations to deliver timely customer support and interventions.

• Own instance administration and first line technical triage, including MCP refreshes, configuration updates, and error handling.

• Communicate adoption trends, risks, and intervention requirements across the customer base to Customer Education and cross-functional partners as well as 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 at scale.

• Partner with Sales and Solutions Engineers to support expansion readiness by identifying opportunities to drive value and validating technical readiness.

• Design experiments, measure lift, and operationalize what works across cohorts.
  

You’ll thrive in this role if you:

• Have 6 years of experience in technical customer facing roles such as technical support, solutions engineering, customer success engineering, or technical account management.

• Have hands on experience working with APIs, developer tools, or SaaS platforms in enterprise or scaled environments.

• Have experience managing larger portfolio of customers at the same time.

• Are comfortable troubleshooting technical issues and guiding customers through configuration and setup workflows.

• Can balance structured program execution with real time customer problem solving, experience with dashboards, tooling and automation preferred.

• Communicate clearly and concisely with both technical and non technical stakeholders.

• Enjoy working in fast paced environments with high context switching and operational ownership.

• Are excited by the challenge of delivering high quality customer outcomes at scale.

About OpenAI

OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity. 

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.

For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement.

Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, for US-based candidates. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.

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