OpenAI - Scaled AI Success Engineer
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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 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 • 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 • 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 • Portfolio adoption and health • Intervention effectiveness - identify risk or opportunity signals early and improve outcomes through targeted technical and adoption interventions • Intervention effectiveness • Value realization and expansion influence - document measurable customer value, track progress against KPIs, and help uncover or accelerate new growth opportunities • Value realization and expansion influence • Scaled leverage and prioritization - build repeatable playbooks, programs, and intervention mechanisms, while focusing depth where customer impact, risk, and growth potential are highest • Scaled leverage and prioritization • 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.
Benefits
• $185K – $260K • Offers Equity • The base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. If the role is non-exempt, overtime pay will be provided consistent with applicable laws. In addition to the salary range listed above, total compensation also includes generous equity, performance-related bonus(es) for eligible employees, and the following 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. • More details about our benefits are available to candidates during the hiring process. • This role is at-will and OpenAI reserves the right to modify base pay and other compensation components at any time based on individual performance, team or company results, or market conditions. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • Please Note: we have set up limits for applications across roles. Candidates may not apply more than 5 times in any 180 day span. • or drag and drop here • We may provide immigration and sponsorship support to new employees based on their unique circumstances. • Please share anything else you want us to know, such as your motivation to apply or additional context for your application. • Applicant Arbitration Agreement • I acknowledge that I have opened, read, and understood the Arbitration Agreement. I understand that by submitting my application, I am agreeing to be bound by the terms of the Arbitration Agreement. • OpenAI is not seeking, nor should you disclose, any information that may be subject to confidentiality obligations to third parties, including but not limited to, your current employer. • I confirm I have read the above. • Decline to self-identify • Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. • Hispanic or Latino • White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. • White • Black or African American (Not Hispanic or Latino) - A person having origins in any of the black racial groups of Africa. • Black or African American • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. • Native Hawaiian or Other Pacific Islander • Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. • Asian • American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. • American Indian or Alaska Native • Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. • Two or More Races • Hispanic or Latino • White (Not Hispanic or Latino) • Black or African American (Not Hispanic or Latino) • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) • Asian (Not Hispanic or Latino) • American Indian or Alaska Native (Not Hispanic or Latino) • Two or More Races (Not Hispanic or Latino) • I identify as one or more of the classifications of protected veteran listed above • I am not a protected veteran
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