Customer Success Manager
OpenRouter is the unified interface for the world’s most powerful LLMs. We don't just provide API access; we provide the infrastructure that allows AI-native companies to scale, optimize, and innovate.
We are looking for a Customer Success Manager who lives at the intersection of AI strategy, customer outcomes and commercial growth. You aren't here to just "check in" on customers—you are here to own the revenue lifecycle, own and drive massive inference outcomes, and ensure our customers are building the future of AI on the most efficient stack possible.
The Role
As a Customer Success Manager at OpenRouter, you will own a portfolio of hyper-growth, Enterprise accounts. Your goal is simple but demanding: Drive adoption, unlock outcomes and value, and lead inference growth. You will be the bridge between complex technical systems, clear business outcomes and commercial growth.
Key Responsibilities
Adoption & Inference Strategy: Deeply understand customer use cases (from AI agents to creative writing to coding assistants) and translate them into actionable playbooks that maximize their use of the OpenRouter platform.
Outcomes and Revenue Ownership: Take full accountability for Gross Retention and Net Retention (NRR). You will lead commercial conversations and identify/close opportunities by expanding inference usage across customer product lines.
Strategic & Tactical Execution: One hour you’ll be presenting an ROI analysis to a CTO; the next, you’ll be diving into API documentation to help a lead engineer optimize their model routing.
Value Realization: Define and track "Success Criteria" for every account. You will turn abstract AI goals into concrete ROI metrics, ensuring OpenRouter is viewed as a mission-critical partner rather than a line-item expense.
The Feedback Loop: Act as the data focused voice of the customer for our GTM, Product and Engineering teams, distilling learnings and friction points into roadmap priorities.
Who You Are
We are looking for a proactive AI Customer Success Manager. You don't wait for a customer to ask for help; you identify a drop in token usage or a new model release and reach out with a plan and strategy to drive adoption, value and growth.
Required Qualifications
AI-Native DNA: You have previously worked at an AI-first company (LLM labs, AI infrastructure, or high-growth GenAI apps). You understand the nuances of tokens, latency, context windows, and model routing.
Technical Platform Expertise: You come from a background in technical SaaS or API-first platforms. You are comfortable talking to developers and product managers in their own language.
Revenue Focused: You have a proven track record of owning a quota. You are comfortable navigating procurement, legal, and executive stakeholders to get a deal done.
Playbook Builder: You don't just solve problems—you build repeatable systems. You can create the tactics and documentation that help customers scale from "experimentation" to "production."
Core Competencies
Strategic Agility: The ability to zoom out to the 10,000-foot view of the AI market and zoom in to the tactical details of a customer's implementation.
Commercial Grit: A proactive mindset regarding renewals and expansions. You see a renewal as an opportunity to re-sell the value, not a clerical task.
Analytical Rigor: You use data to tell a story. You can analyze usage trends to predict churn or identify a perfect moment for an upsell.
Why OpenRouter?
The AI landscape changes every week. At OpenRouter, you’ll be at the center of it all, working with the companies that are defining this era of technology. We offer a high-autonomy environment where your impact on the company’s bottom line is visible and rewarded.