About the job
The Success Engineer role is the primary post-sales point of contact for a portfolio of education institutions. You are responsible for driving account health and adoption, ensuring technical readiness, identifying high-impact academic and administrative use cases, and delivering measurable value to our education customers using OpenAI’s platform.
Responsibilities
Lead the technical relationship for post-sale customers and act as their trusted advisor on deployment, adoption, and value realization
Own account health, adoption velocity, and ongoing technical deployment and success across your portfolio
Conduct technical enablement and configuration sessions across our broad product portfolio
Identify and validate use cases by embedding with customer teams to understand workflows and pain points
Lead account level coordination across multiple workstreams, including new product activation, change management, and customer rollout and deployment planning
Build strong relationships with provosts, CIOs, IT leaders, academic, and technical stakeholders and help align institutional goals with OpenAI capabilities
Translate customer objectives into an actionable adoption roadmap with clear sequencing, milestones, and KPIs
Partner with Solutions Architecture, Product, Engineering and Research by surfacing customer feedback, field patterns, and technical blockers and act as a cross functional navigator who keeps teams aligned, informed, and moving toward customer outcomes
Guide value realization through student, faculty, and institutional outcomes such as engagement, research productivity, operational efficiency, and learning impact, supported by baselines and reporting
Facilitate workshops for faculty, staff, and administrators on use case design, adoption best practices, champion building, and institution-wide enablement
Help drive expansions by identifying high leverage opportunities where OpenAI’s platform can power new workflows or lines of business
Serve as the technical advisor for existing customer implementations by guiding and optimizing account setup, configuration, etc.
Qualifications
Minimum
8+ years of experience in technical customer facing roles such as technical account management, technical GenAI consulting, solutions architecture, technical delivery leadership, or deep technical enterprise SaaS adoption work
Deep, hands-on knowledge of OpenAI product capabilities, APIs, SDKs, connectors, and common integration patterns and able to explain model behavior, limitations, technical tradeoffs, embeddings, retrieval augmentation, and approaches to fine-tuning or custom model usage
Preferred
Experience working with education institutions is preferred but not necessary