You will be responsible for keeping our customers around and helping them grow, leading commercial talks and finding ways to expand their usage across different product lines. 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).

You will define and track 'Success Criteria' for every customer, turning abstract AI goals into concrete ROI metrics, ensuring OpenRouter is a mission-critical partner and an important part of their AI strategy. You will also act as the data-focused voice of the customer for our GTM, Product, and Engineering teams, distilling learnings and friction points into roadmap priorities.

We are looking for a proactive AI Customer Success Manager who doesn'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.

You have previously worked at an AI-first company (LLM labs, AI infrastructure, or high-growth GenAI apps) and understand the nuances of tokens, latency, context windows, and model routing. You come from a background in technical SaaS or API-first platforms and are comfortable talking to developers and product managers in their own language.

You have a proven track record of owning a quota and are comfortable navigating procurement, legal, and executive stakeholders to get a deal done. You don't just fix things once; you build the systems and guides that help us scale this to the next thousand customers.

You have strategic agility, commercial grit, and analytical rigor. You use data to tell a story and can analyze usage trends to predict churn or identify a perfect moment for an upsell.

If you're ready to drive the next wave of AI adoption, let's talk.

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