Scaled AI Success Engineer

Details

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 AI Success Engineer role is the primary post-sales point of contact for OpenAI’s most important customers. You are responsible for driving account health and adoption, ensuring technical readiness, identifying new use cases, and delivering measurable value to our customers with OpenAI’s ambitiously growing platform.

This role blends technical depth, program management, customer advisory, and product influence. You will partner deeply with customer teams, map workflows, lead configuration, oversee deployment plans, and guide customers toward high impact use cases that showcase the full value of our platform.

You will work closely with Sales, Solutions Architecture, Product, and Research to ensure the customer experience is connected and successful across every touchpoint. Success in this role means accelerating adoption, increasing customer activation depth, guiding strategic use cases that get to production, and helping customers demonstrate tangible business impact.

Responsibilities

• 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 launches, risk signals, escalations, renewal preparation, and high-potential expansion opportunities
• Translate customer goals into prioritized adoption plans, success milestones, and measurable KPIs executed through 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 warranted
• Identify repeatable use cases, barriers, and adoption patterns and convert insights into scaled guidance, interventions, and customer value narratives
• Coordinate cross-functionally with Solutions Architecture, Product, Engineering, Account Directors, User Ops, and Education Programs
• Escalate or route implementation-heavy or product-specific work to specialist partners when appropriate
• Build playbooks, templates, health signals, intervention motions, and reporting that improve outcomes across the portfolio
• 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; ability 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 being the primary implementation owner
• Ability 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
• High ownership, ability to manage ambiguity, make fast decisions, and handle dynamic customer needs
• Proven record of driving measurable adoption, deployment health, and customer value for large enterprise customers with complex stakeholder environments
• Experience building repeatable playbooks, processes, or operating mechanisms that scale impact across many customers
• Good judgment about when to solve independently and when to involve Solutions Architecture, Engineering, Product, or other specialist teams

KPIs

• Portfolio adoption and health — improve usage and deployment health across the portfolio, including activation, WAU, feature adoption, token consumption, and other relevant product health indicators
• Intervention effectiveness — identify risk or opportunity signals early and improve outcomes through targeted technical and adoption interventions
• Value realization and expansion influence — document measurable customer value, track progress against KPIs, and help uncover or accelerate new growth opportunities
• Scaled leverage and prioritization — build repeatable playbooks, programs, and intervention mechanisms, while focusing depth where customer impact, risk, and growth potential are highest

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.

OpenAI is an equal opportunity employer and does 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. Background checks will be administered in accordance with applicable law.

Benefits

• Medical, dental, and vision insurance 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, paid medical and caregiver leave
• Flexible PTO for exempt employees and up to 15 days annually for non-exempt employees
• 13+ paid company holidays and multiple coordinated office closures
• Mental health and wellness support
• Employer-paid basic life and disability coverage
• Annual learning and development stipend
• Daily meals in offices and meal delivery credits as eligible
• Relocation support for eligible employees
• Additional taxable fringe benefits such as charitable donation matching and wellness stipends