OpenRouter - Customer Success Manager
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Requirements
• 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. • 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. • AI-Native DNA: • 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. • Technical Platform Expertise: • 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. • Revenue Focused: • 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. • Playbook Builder: • Core Competencies • 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. • Strategic Agility: • 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. • Commercial Grit: • 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. • Analytical Rigor:
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. • Strategy and Adoption: • 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. • Revenue and Outcome Ownership: • 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). • Strategic & Tactical Execution: • 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. • Value Realization: • 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. • The Feedback Loop:
Benefits
• The AI landscape changes every week. At OpenRouter, you’ll be at the center of it all, working with the companies that are defining this era of technology. We offer a high-autonomy environment where your impact on the company’s bottom line is visible and rewarded. • Are you ready to drive the next wave of AI adoption? Let’s talk.
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