OpenRouter · 2 months ago
Director, Customer Success
United States
Full-time
Remote
Lead/Staff, Director/Executive
5+ years expOpenrouter is a fast-growing AI infrastructure company seeking its first Customer Success hire to build and lead the CS function from the ground up. The role involves managing customer relationships, creating processes for scaling, and defining strategies for customer success.
Artificial Intelligence (AI)Information TechnologySoftware
Responsibilities
Manage a portfolio of customers directly. Build deep relationships with technical and business stakeholders
Analyze usage patterns and create custom LLM optimization strategies for each customer
Guide customers on model selection, routing strategies, and cost/quality/performance tradeoffs
Stay ahead of the LLM landscape and educate customers on emerging capabilities and providers
Navigate technical discussions with engineering teams and strategic conversations with business stakeholders, including C-level executives
Build CS foundation from scratch—define strategy, metrics (NRR, GRR, CSAT), customer segmentation, and scalable playbooks for onboarding, adoption, expansion, and renewals
Set up the CS tech stack and operational workflows. Establish early warning systems and health scoring
Partner with Sales on account transitions and expansion plays; collaborate with Product and Engineering to represent customer feedback and influence roadmap
Advocate for customer needs with Product and Engineering teams and influence the roadmap based on customer insights
Qualification
Required
5+ years in Customer Success with experience building or scaling a CS function
Strong retention and expansion track record
Hands-on approach - excited to be in the trenches with customers while building for scale
Proven builder - you've created CS processes, playbooks, and teams from scratch
Technical depth - fluent with APIs, can read code, and understand technical architectures
Deep LLM/AI knowledge - understand models, providers, capabilities, tradeoffs, and the evolving landscape
Hiring experience - you've successfully recruited and developed CS talent
You have executive presence and can engage with C-suite stakeholders and technical teams equally well
Preferred
First or second CS hire at a startup that scaled
Experience at API-first or AI infrastructure companies
Technical background (engineering, data science, solutions architecture)
Experience with prompt engineering and LLM evaluation
Company
OpenRouter
OpenRouter is a platform that connects AI applications with large language models and cloud hosting providers.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$40M2025-06-25Series A· $40M
2025-06-25Seed
Leadership Team
Alex Atallah
CEO, Co-Founder
Recent News
2025-10-25
Company data provided by crunchbase