Scaled Customer Success Manager, Startups

Job description

ABOUT OPENROUTER OpenRouter is the unified interface for AI inference, giving developers and organizations access to hundreds of models through a single API. Our platform helps teams choose, route, evaluate, and scale model usage across providers, making it easier to build production AI applications with the right model for every use case. As inference becomes a core operating layer for modern software companies, OpenRouter helps customers move faster, reduce complexity, and get more value from the rapidly evolving model ecosystem. ABOUT THE ROLE We’re looking for a Scaled Customer Success Manager, Startups to build and own the post-sale engine for OpenRouter’s startup ecosystem. This is a builder role, not a scaled nurture role. OpenRouter’s startup ecosystem is one of the company’s most important growth surfaces, powered in part by the OpenRouter for Startups program, which helps AI-native companies access credits, infrastructure, and multi-model tooling to build and scale faster. - Your job is to make that ecosystem work at scale. - You’ll own the startup customer journey from program approval and onboarding through activation, retention, expansion, and Enterprise readiness. You’ll also own day-to-day program operations and communications across the OpenRouter for Startups ecosystem, while helping launch new initiatives, workflows, and partner programs over time. WHAT YOU’LL DO Build the Startup Success Engine - Own the scaled success motion for OpenRouter’s startup and scaled customer portfolio. - Partner cross-functionally to iterate and refine the operating system for startup activation, retention, growth, and Enterprise conversion. - Create and refine the workflows, dashboards, alerts, and playbooks that help the team understand which startups need attention, why they need it, and what action should happen next. - Turn manual customer success and program operations work into repeatable systems. Drive Activation, Retention, and Growth - Own the start-up inbox, day-to-day program communications, and portfolio health across the startup segment. - Build scaled intervention workflows for customers showing risk signals. - Create activation paths that help startups reach first value quickly and understand how to use OpenRouter effectively. Engineer Workflows and Automations - Build practical systems that make scaled customer success possible. - Use AI-native tools and automation to reduce manual work across onboarding, follow-up, risk detection, expansion identification, reporting, and feedback capture. Own Startup Health and Expansion Signals - Define what “healthy” looks like for startup customers. - Segment the portfolio into cohorts. - Create the operating cadence for reviewing startup portfolio health. Improve the Startup Program - Help evolve OpenRouter’s startup program into a scalable growth engine. - Improve the application, approval, onboarding, activation, communication, and follow-up experience. - Ensure approved startups get value quickly and have clear paths to scale. Create Product Feedback Loops - Turn startup customer, founder, and partner interactions into structured product signal. - Build feedback loops that improve the experience for the entire startup ecosystem, not just one account at a time. WHAT WE’RE LOOKING FOR - You have managed a scaled customer portfolio, startup program operations, developer ecosystem, PLG customer base, or technical customer segment. - You are comfortable working with technical founders and developer-facing products. - You understand API-first businesses and can speak credibly about usage, latency, reliability, cost, integrations, and production adoption. - You are fluent in customer data and can use usage trends, support signals, product analytics, and revenue data to drive action. - You operate with a builder mindset and take ownership beyond your job description. - You do not default to manual touch points. You default to systems, repeatability, and leverage. YOU’LL STAND OUT IF - You have experience in AI infrastructure, developer tools, API platforms, technical SaaS, or high-growth GenAI products. - You have worked with startup customers, founders, or startup programs. - You have experience with tools like HubSpot, Customer.io http://Customer.io, Intercom, Zendesk, Linear, Retool, Zapier, Clay, Census, Hightouch, Mixpanel, Amplitude, or similar GTM / workflow / analytics platforms. - You can build your own agents, write SQL, build lightweight internal tools, create automations, or use AI-assisted workflows to move faster. - You have partnered with Sales on expansion, renewal, or Enterprise conversion motions. - You have built customer health dashboards, scaled onboarding journeys, portfolio review cadences, lifecycle programs, or product feedback loops. - You have strong instincts for which startups are likely to grow, which are likely to churn, and which need intervention. WHAT SUCCESS LOOKS LIKE - Within your first 2 weeks, you will understand the startup customer journey, map the current lifecycle, identify the highest-leverage activation and retention gaps, and define the first version of the startup health model. - Within your first 4 weeks, you will launch initial workflows. - Within your first 6 weeks, you will have built the first version of the scaled startup success operating system. - Longer term, success means higher startup activation, stronger retention, faster time-to-value. 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.