Customer Success Manager

Job description

ABOUT OPENROUTER OpenRouter is the open AI routing and infrastructure layer that enterprises use to access, manage, and optimize the best large language models across providers—without lock-in, capacity constraints, or unnecessary cost. We power some of the most advanced AI teams in the world by giving them the flexibility to move fast, scale confidently, and stay future-proof as models evolve. As enterprise adoption of AI accelerates, OpenRouter sits at the center of how organizations operationalize LLMs across research, product, and production workloads. ABOUT 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. WHAT YOU'LL DO - 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. WHAT WE'RE LOOKING FOR 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 fix things once. You build the systems and guides that help us scale this to the next thousand customers. 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. If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone who is excited to join the team.