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OpenRouter is building the unified interface for AI inference, providing developers and organizations access to hundreds of models through a single API. The platform helps teams choose, route, evaluate, and scale model usage across providers, making it easier to build production AI applications.
You will build and scale the next generation of Customer Success at OpenRouter. This is a builder role focused on creating an AI-native Customer Success organization that combines exceptional customer relationships, deep technical expertise, and intelligent systems to drive adoption, retention, and growth at scale.
Key responsibilities include:
- Define and execute a Customer Success strategy that scales through intelligent systems, automation, and high-impact engagement rather than proportional headcount growth
- Own the customer journey from onboarding through production adoption, value realization, retention, and expansion across customer segments
- Drive Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer health, and inference consumption growth
- Develop AI-powered workflows, customer intelligence, and lifecycle programs that proactively identify risks and uncover growth opportunities
- Build trusted relationships with developers, technical leaders, founders, and executives at innovative AI companies and enterprises
- Lead and develop exceptional Customer Success Managers who combine technical fluency, commercial acumen, and strong customer ownership
- Establish customer health frameworks, success plans, adoption milestones, and executive business reviews
- Partner cross-functionally with Sales, Forward Deployed Engineering, Product, and Support to accelerate customer activation
- Use product telemetry, inference usage, and customer feedback to drive proactive engagement and influence product strategy
You will operate at both ends of the spectrum: personally engaging with the largest strategic customers while building AI-powered systems and scalable programs that support thousands of growing developers and startups.
First 30 days: Develop deep understanding of OpenRouter's customers, product usage, customer journey, and existing post-sales operations. Establish relationships with strategic customers and identify opportunities to improve adoption, retention, and scalability.
First 60 days: Establish clear customer health and revenue visibility, refine customer engagement models across segments, and begin implementing scalable workflows.
First 90 days: Have a clear operating model for Customer Success, measurable progress against adoption and retention goals, and a roadmap for scaling customer engagement through AI and automation.
REQUIREMENTS:
- 8+ years in Customer Success, account management, or related post-sales functions, including 4+ years leading teams through significant growth
- Experience leading and scaling Customer Success at a hyperscaling AI-native company, model lab, or developer-first infrastructure platform
- Proven ability to build scalable Customer Success programs, workflows, automations, or AI-powered systems that improve customer outcomes and team effectiveness
- Understanding of APIs, SDKs, LLMs, inference infrastructure, and challenges of taking AI applications from experimentation into production
- Strong track record of driving retention, expansion, NRR, GRR, and consumption growth in usage-based or subscription businesses
- Comfort engaging with developers, engineering leaders, founders, and C-level executives
- Demonstrated ability to build repeatable customer engagement models that support significant growth without proportional increases in headcount
- Data-driven approach using product usage, customer health, adoption signals, and revenue data to prioritize engagement
- High ownership mentality; ability to move quickly, thrive in ambiguity, and balance hands-on customer work with building organizational capabilities
NICE TO HAVE:
- Experience at a leading LLM model lab, AI inference platform, or developer-first AI infrastructure company
- Experience managing enterprise and AI-native startup customer segments
- Experience building AI agents, automated customer lifecycle programs, or intelligent customer engagement workflows
- Familiarity with model routing, inference economics, latency, reliability, and production AI workloads
- Experience building Customer Success organizations in consumption-based, product-led growth environments
- Experience partnering with Forward Deployed Engineering or technical implementation teams
