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Scaled Customer Success Manager, Startups
OpenRouter · United States
Pay
$180k–250k
Setting
Remote
Scaled Customer Success Manager, Startups
Location
Remote (US)
Employment Type
Full time
Location Type
Remote
Department
Go To Market
Customer Success
Compensation
OTE Range $180K – $250K • Offers Equity
Overview
Application
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, 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.
Apply for this Job
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Listed by OpenRouter for a position based in the United States. Employers on this board attest they are hiring domestically.
Customer Success Manager
OpenRouter · United States
Pay
$180k–250k
Setting
Remote
Customer Success Manager
Location
Remote (US)
Employment Type
Full time
Location Type
Remote
Department
Go To Market
Compensation
OTE Range $180K – $250K • Offers Equity
Overview
Application
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.
Apply for this Job
Powered by
Privacy PolicySecurityVulnerability Disclosure
Listed by OpenRouter for a position based in the United States. Employers on this board attest they are hiring domestically.
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