Scaled AI Success Engineer

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 capa ... (truncated, view full listing at source)