Executive Business Partner, Customer Success

COMPANY OVERVIEW Deepgram is the leading platform underpinning the emerging trillion-dollar Voice AI economy, providing real-time APIs for speech-to-text (STT), text-to-speech (TTS), and building production-grade voice agents at scale. More than 200,000 developers and 1,300+ organizations build voice offerings that are ‘Powered by Deepgram’, including Twilio, Cloudflare, Sierra, Decagon, Vapi, Daily, Cresta, Granola, and Jack in the Box. Deepgram’s voice-native foundation models are accessed through cloud APIs or as self-hosted and on-premises software, with unmatched accuracy, low latency, and cost efficiency. Backed by a recent Series C led by leading global investors and strategic partners, Deepgram has processed over 50,000 years of audio and transcribed more than 1 trillion words. There is no organization in the world that understands voice better than Deepgram. COMPANY OPERATING RHYTHM At Deepgram, we expect an AI-first mindset—AI use and comfort aren’t optional, they’re core to how we operate, innovate, and measure performance. Every team member who works at Deepgram is expected to actively use and experiment with advanced AI tools, and even build your own into your everyday work. We measure how effectively AI is applied to deliver results, and consistent, creative use of the latest AI capabilities is key to success here. Candidates should be comfortable adopting new models and modes quickly, integrating AI into their workflows, and continuously pushing the boundaries of what these technologies can do. Additionally, we move at the pace of AI. Change is rapid, and you can expect your day-to-day work to evolve just as quickly. This may not be the right role if you’re not excited to experiment, adapt, think on your feet, and learn constantly, or if you’re seeking something highly prescriptive with a traditional 9-to-5. ABOUT THE ROLE We are looking for an Executive Business Partner (EBP) to partner closely with the SVP of Customer Success and increase the operating effectiveness of both the executive and the broader Customer Success organization. This is not a traditional Executive Assistant role. The ideal person combines exceptional executive support with strong business acumen, analytical thinking, operational judgment, project management, and follow-through. You will help create leverage for the SVP of Customer Success by managing priorities, bringing structure to complex work, driving cross-functional initiatives forward, and helping turn business data into insights, decisions, and executive-level narratives. You will sit alongside the SVP in key operating and forecasting conversations and develop a deep understanding of the health and performance of the Customer Success organization. You'll understand not only what the numbers are, but what they mean, where they come from, how they connect, and what questions we should be asking because of them. You should be equally comfortable managing a complex executive calendar, preparing for a leadership or board meeting, reviewing a renewal forecast, interrogating inconsistencies in business data, coordinating an offsite, building a project plan, or synthesizing information across multiple teams and systems into a clear executive narrative. The goal of this role is to increase the leverage of the SVP of Customer Success while strengthening the operating rigor, business visibility, and accountability of the Customer Success organization. WHAT YOU'LL DO EXECUTIVE PARTNERSHIP - Manage and strategically prioritize the SVP of Customer Success's calendar, meetings, and commitments. - Ensure the SVP is prepared for key customer, executive, board, leadership, and cross-functional meetings with the appropriate context, data, materials, and outstanding decisions. - Help prioritize incoming requests and determine what requires the SVP's direct involvement versus what can be delegated or resolved elsewhere. - Track decisions, commitments, and follow-ups to ensure important work does not stall. - Coordinate travel, leadership meetings, team events, offsites, and other executive logistics as needed. - Help organize and prepare executive communications, presentations, agendas, and internal updates. BUSINESS ANALYTICS & EXECUTIVE INSIGHTS - Participate in Customer Success forecasting, business reviews, and operating meetings alongside the SVP of Customer Success. - Develop a strong understanding of the metrics that drive the Customer Success business, including retention, renewals, expansion, consumption, customer health, risk, capacity, and other key performance indicators. - Understand where critical business data lives, how it is calculated, how different data sources connect, and where gaps or inconsistencies exist. - Partner with CS functional leaders to ensure forecasts, metrics, and business updates are accurate, well-supported, and accompanied by meaningful insights. - Ask the second- and third-level questions behind the data: Why did this change? What is driving it? Is this an isolated issue or a trend? What action should we take because of it? - Identify inconsistencies, gaps, or unsupported assumptions in forecasts and operating metrics and work with the appropriate leaders to resolve them. - Synthesize complex data and operational information into concise insights for the SVP of Customer Success and other executive audiences. - Help translate detailed functional reporting into executive-level narratives focused on performance, drivers, risks, opportunities, and actions. - Support preparation for executive leadership meetings, board meetings, quarterly business reviews, and strategic planning. - Maintain continuity between reporting periods by tracking trends, prior commitments, forecast movement, and changes in key business drivers. FUNCTIONAL OPERATING RHYTHM & ACCOUNTABILITY - Support weekly, monthly, and quarterly operating rhythms across the Customer Success leadership team. - Partner with CS functional leaders to ensure they arrive at operating reviews prepared with the right data, insights, risks, and recommendations. - Establish clear expectations for recurring reporting and business reviews across CS functions. - Track commitments made during forecast reviews, leadership meetings, and operating reviews and ensure owners follow through. - Help distinguish between reporting activity and actionable business insight, pushing teams to clearly articulate what the data means and what should happen next. - Surface issues early when performance is off-track, ownership is unclear, data is unreliable, or executive intervention is required. - Help create consistency in how the CS organization communicates performance internally and to executive audiences. BUSINESS & CUSTOMER SUCCESS OPERATIONS - Support high-priority Customer Success initiatives from initial problem definition through execution. - Build structure around ambiguous problems by identifying workstreams, owners, dependencies, timelines, data requirements, and decisions needed. - Coordinate cross-functional initiatives involving Customer Success, Sales, Finance, RevOps, Product, Support, and other teams. - Help maintain visibility into organizational priorities, customer and renewal risk, operational dependencies, and strategic initiatives. - Develop lightweight operating mechanisms, dashboards, trackers, documentation, and processes that improve execution across the CS organization. - Identify recurring operational friction, data gaps, and process breakdowns and proactively recommend ways to improve how the organization works. PLANNING & EXECUTION - Help prepare leadership meetings, business reviews, forecasting sessions, planning cycles, and organizational updates. - Maintain action registers and follow through with owners on outstanding commitments. - Coordinate special projects and strategic initiatives on behalf of the SVP of Customer Success. - Synthesize information across meetings, email, Slack, CRM, customer systems, financial data, and other sources into concise summaries, decisions, and next steps. - Help the SVP move between detailed operating information and the executive-level view of the business. - Create materials that allow senior leaders to quickly understand what happened, why it happened, what it means, and what we are doing about it. WHAT WE'RE LOOKING FOR - Experience supporting a senior executive, leading business operations, strategy & operations, program management, analytics, or a combination of these responsibilities. - Strong business acumen and ability to quickly understand business models, operating metrics, and performance drivers. - Strong analytical instincts; you are comfortable working with quantitative information even if you are not a dedicated data analyst. - Ability to interrogate data, identify inconsistencies, recognize patterns, and determine what additional questions need to be answered. - Experience translating detailed operational information into concise executive-level insights and narratives. - Strong project and program management skills with demonstrated ability to move work forward across multiple teams. - Exceptional organizational skills and attention to detail without losing sight of the larger business objective. - Ability to operate independently and make sound judgment calls with incomplete information. - Strong written and verbal communication skills. - Ability to synthesize large amounts of information into clear priorities, actions, decisions, and recommendations. - High level of discretion and sound judgment when handling confidential or sensitive business information. - Strong follow-through; you notice when something hasn't happened, when the data doesn't make sense, or when an answer isn't complete—and you keep digging. ESPECIALLY HELPFUL - Experience within Customer Success, GTM Strategy & Operations, Revenue Operations, Business Operations, Finance, or SaaS. - Familiarity with customer lifecycle and revenue metrics including retention, NRR, GRR, renewals, expansion, consumption, churn, customer health, and forecasting. - Experience working with CRM, BI, financial, and customer success platforms and understanding how data moves between systems. - Experience preparing executive or board-level reporting. - Experience partnering with Finance or RevOps on forecasts, performance reporting, or annual planning. - Experience building or improving operating processes rather than simply administering existing ones. - Advanced spreadsheet skills and comfort working directly with business data. - Experience using AI and automation to improve executive productivity, analysis, reporting, or operational workflows. HOW YOU'LL KNOW YOU'RE SUCCESSFUL Success in this role means: - The SVP of Customer Success enters important meetings prepared with the right context, data, risks, and decisions. - The SVP spends more time on work requiring executive judgment and less time collecting information, reconciling competing versions of the truth, or chasing follow-ups. - CS leaders consistently bring accurate data, meaningful insights, and clear recommendations to business reviews. - Forecast changes can be explained, not simply reported. - Important metrics have clear definitions, owners, and sources of truth. - Questions about the business can be answered quickly because you understand where the underlying information lives and how it connects. - Board and executive materials clearly communicate the story behind CS performance rather than presenting disconnected metrics. - Cross-functional initiatives move faster because someone is actively driving coordination and accountability. - Operational or data gaps are surfaced and addressed before they become larger business problems. - The Customer Success organization operates with greater clarity, consistency, acc…