Customer Success Manager

OpenRouter is the unified interface for the world’s most powerful LLMs, seeking a Customer Success Manager to drive adoption and commercial growth for enterprise accounts. The role involves owning customer relationships, translating complex technical systems to clear business outcomes, and ensuring clients realize value from their AI strategies.

Responsibilities:

• Strategy and Adoption: You need to get into the weeds of what customers are building. Whether it’s an AI agent or a coding tool, you’ll create the plan that helps them use OpenRouter to its full potential
• Revenue and Outcome Ownership: You are responsible for keeping our customers around and helping them grow. You’ll lead the commercial talks and find ways to expand their usage across different 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. You enjoy translating from strategic to technical and back (on repeat)
• Value Realization: Define and track "Success Criteria" for every customer. You will turn abstract AI goals into concrete ROI metrics, ensuring OpenRouter is a mission-critical partner and an important part of their AI strategy
• 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 fix things once. You build the systems and guides that help us scale this to the next thousand customers