OpenAI

Scaled AI Success Engineer

OpenAI

full-time

Posted on:

Location Type: Hybrid

Location: San Francisco • California • United States

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Salary

💰 $198,000 - $231,000 per year

About the role

  • Own post-sale technical success, adoption, and value realization across a large portfolio of customers, using customer context, product signals, and business impact to determine where to engage most deeply
  • Act as a trusted advisor on deployment health, adoption strategy, and value realization for ChatGPT, API, Codex, and related capabilities
  • Use logs, telemetry, usage patterns, and customer feedback to diagnose issues, form hypotheses, and guide practical recommendations on latency, reliability, model choice, prompting, cost efficiency, and rollout readiness
  • Lead targeted interventions for moments that matter - launches, risk signals, escalations, renewal preparation, and high-potential expansion opportunities
  • Translate customer goals into prioritized adoption plans, success milestones, and measurable KPIs that can be executed through a mix of direct engagement, scaled programs, and cross-functional support
  • Conduct technical enablement and configuration guidance, balancing 1:many education and repeatable playbooks with selective 1:1 engagement when the customer moment warrants it
  • Identify repeatable use cases, barriers, and adoption patterns across customers, and convert those insights into scaled guidance, interventions, and customer value narratives
  • Coordinate cross-functionally with Solutions Architecture, Product, Engineering, Account Directors, User Ops, and Education Programs to keep customer outcomes moving forward
  • Know when to go deep independently and when to route or escalate to specialist partners for implementation-heavy or product-specific work
  • Build repeatable mechanisms - playbooks, templates, health signals, intervention motions, and reporting - that improve outcomes across the portfolio, not just on one account
  • Guide value realization and impact measurement through baselines, KPI definition, and ongoing usage / ROI reporting
  • Help drive expansion by identifying where stronger adoption, new workflows, or technical optimization can unlock additional value

Requirements

  • 6+ years of experience in technical customer-facing roles such as technical account management, technical success, technical consulting, solutions architecture, technical delivery leadership, or enterprise SaaS / AI adoption
  • Strong working knowledge of OpenAI product capabilities, APIs, connectors, and common deployment patterns, and able to explain model behavior, limitations, and tradeoffs in practical business terms
  • Technically fluent enough to engage credibly with customer technical teams and interpret logs, telemetry, usage data, and system behavior, without needing to be the primary implementation owner
  • Able to reason through production tradeoffs such as latency, cost, quality, prompting, routing, rate limits, retrieval, caching, and reliability, and turn those into practical recommendations
  • Comfortable diagnosing adoption or performance challenges using customer conversations, product signals, and technical evidence, then identifying the right next step, owner, or escalation path
  • Strong portfolio prioritization instincts and judgment about where direct engagement will create the most customer and business impact
  • Excellent project and program management instincts, with the ability to drive multiple workstreams with clarity and structure
  • Strong communicator who can move fluidly between executive conversations about business impact and technical conversations about optimization, risks, and constraints
  • Operate with high ownership and can manage ambiguity, fast decision making, and dynamic customer needs
  • Have a strong record of driving measurable adoption, deployment health, and customer value for large enterprise customers with complex stakeholder environments
  • Have experience building repeatable playbooks, processes, or operating mechanisms that scale impact across many customers, not just through individual heroics
  • Know when to solve independently and when to pull in Solutions Architecture, Engineering, Product, or other specialist teams.
Benefits
  • Medical, dental, and vision insurance for you and your family, with employer contributions to Health Savings Accounts
  • Pre-tax accounts for Health FSA, Dependent Care FSA, and commuter expenses (parking and transit)
  • 401(k) retirement plan with employer match
  • Paid parental leave (up to 24 weeks for birth parents and 20 weeks for non-birthing parents), plus paid medical and caregiver leave (up to 8 weeks)
  • Paid time off: flexible PTO for exempt employees and up to 15 days annually for non-exempt employees
  • 13+ paid company holidays, and multiple paid coordinated company office closures throughout the year for focus and recharge, plus paid sick or safe time (1 hour per 30 hours worked, or more, as required by applicable state or local law)
  • Mental health and wellness support
  • Employer-paid basic life and disability coverage
  • Annual learning and development stipend to fuel your professional growth
  • Daily meals in our offices, and meal delivery credits as eligible
  • Relocation support for eligible employees
  • Additional taxable fringe benefits, such as charitable donation matching and wellness stipends, may also be provided.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
OpenAI product capabilitiesAPIsdeployment patternslogs interpretationtelemetry analysisusage data analysisKPI definitioncost optimizationlatency managementreliability assessment
Soft Skills
project managementprogram managementcommunicationprioritizationproblem-solvingcustomer engagementadaptabilityownershipjudgmentcollaboration