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Director, Customer Success
OpenRouter. Define and execute a Customer Success strategy that scales through intelligent systems, automation, and high-impact customer engagement .
About the role
Key responsibilities & impact- Define and execute a Customer Success strategy that scales through intelligent systems, automation, and high-impact customer engagement
- Own the customer journey from onboarding through production adoption, value realization, retention, and expansion
- Drive Gross Revenue Retention, Net Revenue Retention, customer health, and inference consumption growth
- Partner with Sales on strategic renewals and expansion opportunities
- Develop AI-powered workflows, customer intelligence, and lifecycle programs to identify risks and growth opportunities
- Build trusted relationships with developers, technical leaders, founders, and executives
- Lead and develop Customer Success Managers
- Establish customer health frameworks, success plans, adoption milestones, executive business reviews, and measurable customer outcomes
- Collaborate with Sales, Forward Deployed Engineering, Product, and Support
- Use product telemetry, inference usage, customer feedback, and business signals to drive engagement and influence product strategy
- Build the Customer Success operating model and scalable workflows during the first 30, 60, and 90 days
Requirements
What you’ll need- 8+ years in Customer Success, account management, or related post-sales functions
- 4+ years leading teams through significant growth
- Experience leading and scaling Customer Success at a hyperscaling AI-native company, model lab, or developer-first infrastructure platform
- Experience personally building scalable Customer Success programs, workflows, automations, or AI-powered systems
- Understanding of APIs, SDKs, LLMs, inference infrastructure, and taking AI applications from experimentation into production
- Strong track record driving retention, expansion, NRR, GRR, and consumption growth in usage-based or subscription businesses
- Ability to engage with developers, engineering leaders, founders, and C-level executives
- Experience building repeatable customer engagement models that support significant customer and revenue growth without proportional headcount increases
- Data-driven use of product usage, customer health, adoption signals, and revenue data
- Ability to move quickly, thrive in ambiguity, and balance hands-on customer work with building organizational capabilities
- Nice to have: experience at a leading LLM model lab, AI inference platform, or developer-first AI infrastructure company
- Nice to have: experience managing enterprise and AI-native startup customer segments
- Nice to have: experience building AI agents, automated customer lifecycle programs, or intelligent customer engagement workflows
- Nice to have: familiarity with model routing, inference economics, latency, reliability, and production AI workloads
- Nice to have: experience building Customer Success organizations in consumption-based, product-led growth environments
- Nice to have: experience partnering closely with Forward Deployed Engineering or technical implementation teams
Benefits
Comp & perks- Offers Equity
- Hybrid work arrangement