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Lead and scale OpenRouter’s AI-native Customer Success organization across startups, enterprises, and strategic customers. Own adoption, retention, expansion, customer health, and consumption growth while building AI-powered workflows, scalable lifecycle programs, and customer intelligence systems. Manage Customer Success Managers, develop strategic executive relationships, establish operating frameworks, and partner with Sales, Product, Support, and Forward Deployed Engineering to improve customer outcomes and influence product strategy.

Leads and scales an AI-native technical support organization for developers and enterprises. Builds AI agents, automation, workflows, and internal tools to improve support capacity without proportional headcount growth. Owns technical support operations, incident response, escalations, global coverage, enterprise SLAs, performance metrics, and customer experience. Develops Support Engineers, partners with Engineering and Product, and converts recurring issues into automation, documentation, self-service, and product improvements.

The Forward Deployed Engineer will onboard customers, integrate OpenRouter into their systems, troubleshoot issues, and drive adoption of AI inference solutions.

As a Customer Success Manager, you will drive adoption and revenue growth for AI solutions, manage Enterprise accounts, and ensure customer success through strategic execution and relationship management.