Customer Success Manager

OpenRouter
United States
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementSkills: ["Communication","Negotiation","Problem-solving","Stakeholder management","Analytical thinking"]

Customer Success Manager owning a portfolio of Enterprise accounts, driving adoption, outcomes, and revenue growth for an AI-focused SaaS platform. You bridge complex technical systems with business value, owning renewal/expansion opportunities, guiding customers from experimentation to production, and providing the voice of the customer to GTM, Product, and Engineering teams.

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FursaFursa
OpenRouter
OpenRouter
4 months ago

Customer Success Manager

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Customer Success Manager owning a portfolio of Enterprise accounts, driving adoption, outcomes, and revenue growth for an AI-focused SaaS platform. You bridge complex technical systems with business value, owning renewal/expansion opportunities, guiding customers from experimentation to production, and providing the voice of the customer to GTM, Product, and Engineering teams.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Adoption & Inference Strategy: Deeply understand customer use cases and translate them into actionable playbooks that maximize their use of the platform.
  • •Outcomes and Revenue Ownership: Take full accountability for Gross Retention and Net Retention (NRR) and lead commercial conversations to expand inference usage.
  • •Strategic & Tactical Execution: Present ROI analyses to CTOs and dive into API documentation to optimize model routing.
  • •Value Realization: Define and track Success Criteria for every account, turning AI goals into concrete ROI metrics.
  • •The Feedback Loop: Represent the customer voice for GTM, Product, and Engineering, distilling learnings into roadmap priorities.

Key Requirements

  • •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 solve problems—you build repeatable systems. You can create the tactics and documentation that help customers scale from "experimentation" to "production."
Experience:AISaaSGenAIInfrastructure
Skills:CommunicationNegotiationProblem-solvingStakeholder managementAnalytical thinking
Languages:English
Tech Stack:APIsLLMsTokenizationModel routingCloud

Company Brief

OpenRouter
Provides a unified, standards-compatible API and marketplace to route requests to 400+ large language models and cloud hosts, optimizing for cost, performance, and reliability for developers and enterprises.
Industry: API Platforms
Company Size: Micro (1 to 10 employees)
Revenue: USD 1M to 5M
Growth: Scaleup
Valuation: USD 250M to 500M
Funding: Series A
Headquarters: New York, United States
Founded: 2023
WebsiteLinkedIn