Customer Success Manager

OpenRouter is the unified interface for the world’s most powerful LLMs, providing infrastructure for AI-native companies to scale and innovate. They are seeking a Customer Success Manager to drive adoption and outcomes for enterprise accounts, ensuring customers maximize the value of OpenRouter's offerings.

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
• 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