295K–350K USD / year
Director, Customer Success
Customer successHybrid — San Francisco Bay Area, California
Published on 2026-10-23
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About this role
Build and scale an AI-native Customer Success organization serving AI startups, enterprises, and strategic customers. Lead the Customer Success team and create scalable, AI-powered programs that improve adoption, retention, and revenue growth.
About the company
OpenRouter is a unified API that routes requests across large language model providers so developers can access, switch, and scale models without lock-in or complex multi-provider integrations.
The team
Go To Market
What you'll do
- Develop a scalable Customer Success strategy using automation and intelligent systems.
- Own customer onboarding, adoption, value realization, retention, and expansion.
- Drive GRR, NRR, customer health, and inference consumption growth.
- Build customer health frameworks, success plans, adoption milestones, and lifecycle programs.
- Lead strategic customer relationships and develop Customer Success Managers.
- Partner with Sales, Forward Deployed Engineering, Product, and Support.
- Use product usage and customer feedback to guide proactive engagement and product strategy.
What we're looking for
- 8+ years in Customer Success, account management, or related post-sales roles, including 4+ years leading teams.
- Experience scaling Customer Success at an AI-native company, model lab, or developer-first infrastructure platform.
- Built scalable customer programs, workflows, automations, or AI-powered systems.
- Technical fluency with APIs, SDKs, LLMs, inference infrastructure, and production AI applications.
- Track record driving retention, expansion, and consumption growth in usage-based or subscription businesses.
- Experience building repeatable engagement models that scale without proportional headcount growth.
- Data-driven approach to customer health, adoption, and revenue outcomes.
Nice to have
- Experience at an LLM lab, AI inference platform, or developer-first AI infrastructure company.
- Experience building AI agents or automated customer lifecycle workflows.
- Familiarity with model routing, inference economics, latency, reliability, and production AI workloads.
- Experience with consumption-based, product-led growth businesses or Forward Deployed Engineering teams.
Benefits
- Equity