AI Success Engineer, Government

About the Role

Governments work at a scale that is truly exponential on missions that are of critical importance to people, communities and nations. The AI Success Engineer role is the primary post-sales relationship for OpenAI’s most important customers. You are responsible for the end-to-end account management of critical Government and Partner customers. You will be helping Government Leaders/Partners appropriately and effectively use AI for their mission, while simultaneously investing in ensuring their people are AI-enabled and ready to advance positive outcomes that their constituents depend on them for. You will drive: the impact of our tools on their mission, account health and adoption, ensuring technical readiness, creating and executing on the deployment strategy, enabling, educating and training their workforce, identifying new use cases and upsell opportunities, and delivering measurable value to our customers with OpenAI’s ambitiously growing capabilities.

This role blends technical depth, program and account management, customer advisory, training and enablement 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 ways OpenAI tools can make a difference to the mission.. You drive our customers’ success and journey in an AI age.

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 use and value from our tools, guiding strategic use cases that get to production, and helping customers demonstrate tangible business and mission impact. You will bring key product feedback and insights to our product teams to ensure our capabilities continue to advance our customers' mission.

In this role, you will

• Lead the relationship for post-sale customers and act as their trusted advisor on technical deployment, adoption, and value realization, this includes setting up, configuring and running API instances of our products.
• Own customer success: account strategy & health; breadth, depth, velocity of adoption that drives mission impact, enablement and education; and ongoing technical deployment and success across your portfolio.
• Be an expert in all of OpenAI products across our API and agentic platform, Codex, ChatGPT Enterprise, and more and conduct technical enablement and configuration sessions across them.
• Train, educate and enable ChatGPT users to drive adoption and value.
• Create and show customers how to make custom GPT’s, Skills, Agents, Plugins, Connectors, Codex and use all of the features and capabilities of our tools.
• Design and lead hands-on activities like workshops, hackathons, and training sessions across varied audiences, from executives to front-line staff.
• Create content, playbooks, guides, reports, demos and other collateral to help customers understand and master the features of our tools.
• Provide updates and product launches and feature roll-outs of new tool capabilities.
• Deliver exceptional customer outcomes, as demonstrated by production customer deployments, increased adoption, and customer satisfaction.
• Define and manage structured, time-bound onboarding and deployment projects for government entities across multiple OpenAI products to ensure seamless adoption and measurable success.
• Closely monitor, analyze and drive activation, DAU, WAU, MAU, ensure our tools are having a measurable impact on government missions.
• Balance a blend of large and small customer accounts, providing each with the support that meets their needs.
• Work with government technical teams to connect, configure, and deploy OpenAI technology from OSS, API, and Enterprise tools.
• 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 executive sponsors, C-suite leaders, and technical stakeholders, Business and Operations Managers, Programmatic Teams, and help align business 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 and measure impact through baselines, KPI definition, and post deployment reporting.
• Facilitate workshops on use case design, adoption best practices, champion building, and internal enablement.
• Help drive expansions by identifying high leverage opportunities where OpenAI’s platform can power new workflows, programs, business efficiencies and innovation.
• Serve as the technical advisor for existing customer implementations by guiding and optimizing account setup, configuration, etc.
• Guide organizations through the adoption journey by providing change management expertise to maximize the impact of OpenAI solutions.
• Codify best practices, playbooks, guides, and FAQs specifically tailored to government customers based on interactions with public sector stakeholders.
• Gather and relay public sector customer feedback to internal stakeholders, and identify themes across customers to incorporate into product planning.
• Manage and contribute to the ChatGPT Gov Community site by keeping content, resources, and discussions up to date and by providing thought-leadership.

You’ll thrive in this role if you

• 8+ years of experience in technical customer facing roles such as technical account management, Customer Success Management for a Technology product, GenAI consulting or deployment roles, technical delivery leadership, or other deep enterprise adoption work and program management.
• Deep, hands-on operational 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.
• Deep expertise training and enabling technologies in customer organization, being able to create inspirational and enthusiastic adoptions in customer organizations from the Executive Suite to facilities and maintenance staff, tailoring enablement in a way that everyone in the customer org has found their magic moments and the technology changed how they work.
• Experience designing strong account success plans and tactically loves presenting, training, showing and inspiring people to explore how they can explore their potential and mission impact with our tools.
• Practical experience with authentication and enterprise security concepts (SSO, domain verification, encryption, and enterprise compliance frameworks (GDPR, HIPAA, etc.)).
• Familiarity with coding languages like Python or JavaScript, and comfort with REST APIs, SDKs, automation, CI/CD, containers, and cloud platforms.
• Can translate technical concepts into clear business language and help customers understand the strategic impact of AI technologies
• Can show a strong record of driving technical deployments with hands-on on customer work and owning impactful adoption and value for large enterprise customers with complex environments and multiple stakeholders
• Have run inspirational and effective change management programs, especially around technology
• Can rapidly bring order to procedures, processes and workflows using technology.
• Are comfortable embedding with customers to map workflows, identify requirements, and diagnose adoption challenges
• Have excellent project and program management instincts and can lead multi workstream initiatives with clarity and structure
• Enjoy being a thought partner for C-level stakeholders while also diving deep with technical teams
• Operate with high ownership and can manage fast decision making, context switching, and dynamic customer needs
• Love public speaking, can set a vibe and keep an audience engaged and connected
• Can adapt your style to be able to connect equally with 4-star generals and heads of state, or local community groups.
• Deep empathy and listening skills, strong desire and joy from spending time with our customers understanding their vision, values, challenges and opportunities and a clear enthusiasm for the ability for AI to make a positive difference.
• Clear and unique POV, thought leadership and ability to articulate a compelling vision for AI as well as ability to help customers address concerns and hesitations around AI.
• Understand Google Workspace, Slack, Salesforce.
• You are already a power-user and evangelist for ChatGPT, Codex, etc