Customer Success Manager
Own a portfolio of Enterprise AI accounts, driving adoption, revenue growth, and inference outcomes. Bridge technical implementation with commercial strategy for hyper-growth customers.
About the job
Key Responsibilities
- Strategy and Adoption: Get into the weeds of what customers are building. Create plans that help customers use OpenRouter to its full potential, whether building AI agents or coding tools.
- Revenue and Outcome Ownership: Own revenue lifecycle for Enterprise accounts. Lead commercial talks, drive expansions, and help customers grow usage across product lines.
- Strategic & Tactical Execution: Present ROI analyses to CTOs and dive into API documentation to help engineers optimize model routing. Translate between strategic and technical contexts.
- Value Realization: Define and track "Success Criteria" for every customer. Turn abstract AI goals into concrete ROI metrics.
- The Feedback Loop: Act as the data-focused voice of the customer for GTM, Product, and Engineering teams. Distill learnings and friction points into roadmap priorities.
Requirements
- AI-Native DNA: Previously worked at an AI-first company (LLM labs, AI infrastructure, or high-growth GenAI apps). Understand nuances of tokens, latency, context windows, and model routing.
- Technical Platform Expertise: Background in technical SaaS or API-first platforms. Comfortable talking to developers and product managers.
- Revenue Focused: Proven track record of owning a quota. Comfortable navigating procurement, legal, and executive stakeholders.
- Playbook Builder: Build systems and guides that scale to thousands of customers.
- Strategic Agility: Zoom between 10,000-foot market view and tactical implementation details.
- Commercial Grit: Proactive mindset on renewals and expansions.
- Analytical Rigor: Use data to analyze usage trends, predict churn, and identify upsell opportunities.
Skills
AI Infrastructure, LLMs, Api Platforms, SaaS, Model Routing, Token Optimization, ROI Analysis, Quota Ownership, Enterprise Account Management, Usage Analytics
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