Customer Success Manager

OpenRouter is the unified interface for the world’s most powerful LLMs, seeking a Customer Success Manager to drive adoption and ensure customer success. The role involves managing a portfolio of Enterprise accounts, focusing on maximizing customer outcomes and commercial growth through strategic execution and customer engagement.

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

Requirements:

• 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.'
• 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