Director of Customer Success
AI model gateway and marketplace offering a unified API to access, route, and manage models from multiple providers.
Funding history
Projects
About OpenRouter
OpenRouter provides developers and businesses with a single, OpenAI-compatible API for hundreds of AI models. It supports provider failover, routing for price, latency and reliability, plus enterprise controls and observability.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will define and execute a scalable customer success strategy powered by intelligent systems, automation, and high-impact engagement. You will guide customers from onboarding through production adoption, value realization, retention, and expansion. You will lead Customer Success Managers, develop customer-health frameworks and lifecycle programs, and use usage data and feedback to improve outcomes. You will also partner with Sales, Forward Deployed Engineering, Product, and Support to remove adoption barriers and grow strategic accounts.
Requirements
- Experience leading and scaling Customer Success at a hyperscaling AI-native company, model lab, or developer-first infrastructure platform
- 8+ years of Customer Success, account management, or related post-sales experience
- 4+ years leading teams through significant growth
- Experience building scalable Customer Success programs, workflows, automations, or AI-powered systems
- Knowledge of APIs, SDKs, LLMs, inference infrastructure, and production AI applications
- Experience driving retention, expansion, NRR, GRR, and consumption growth in usage-based or subscription businesses
- Experience engaging technical stakeholders, founders, and C-level executives
- Experience building repeatable customer-engagement models at scale
- Ability to use product usage, customer-health, adoption, and revenue data to prioritize engagement
Responsibilities
- Define and execute a scalable AI-native customer success strategy
- Own the customer journey from onboarding through adoption, retention, and expansion
- Drive GRR, NRR, customer health, and inference-consumption growth
- Develop AI-powered workflows, customer intelligence, and lifecycle programs
- Build trusted relationships with technical and executive customer stakeholders
- Lead and develop Customer Success Managers
- Establish customer-health frameworks, success plans, adoption milestones, and executive business reviews
- Partner with Sales, Forward Deployed Engineering, Product, and Support
- Use product telemetry, usage, feedback, and business signals to improve engagement and product strategy
Benefits
- Equity