Director, AI-Native Customer Success & Growth

OpenRouter, Inc; San Francisco (CA); On-site; USD 180,000 - 260,000; Full time

Job summary

OpenRouter, Inc. is seeking a Director of Customer Success to build and scale the next generation of customer success for our AI-native platform. This builder role focuses on scalable programs, automation, and meaningful customer outcomes rather than traditional CS management.

You'll lead a team of Customer Success Managers, partner with Sales, Engineering, and Support, and own adoption, retention, and growth across startups, enterprises, and strategic customers.

Qualifications

• AI-Native Leadership experience leading and scaling Customer Success at hyperscaling AI-native or developer-first platforms.
• 8+ years in Customer Success or related post-sales functions, including 4+ years leading teams through growth.
• Builder DNA: built scalable CS programs, workflows, or AI-powered systems.
• Developer-First Mindset: understands APIs/LLMs, inference infra, production deployments.
• Commercial Ownership: proven retention, expansion, and consumption growth in usage-based or subscription models.
• Strategic Customer Leadership: comfortable with developers, engineering leaders, founders, and C-level executives to translate adoption into business value.
• Track Record of Scale: created repeatable engagement models supporting growth without headcount explosion.
• Data-Driven Approach: uses usage, health, adoption signals, and revenue data to prioritize engagement and outcomes.

Responsibilities

• Build an AI-Native CS Organization that scales via intelligent systems, automation, and high-impact engagement.
• Own the customer journey from onboarding to production adoption, value realization, retention, and expansion across segments.
• Drive GRR/NRR, health, and inference consumption growth; partner with Sales on renewals and expansions.
• Develop AI-powered workflows and lifecycle programs to identify risks and growth opportunities at scale.
• Lead relationships with developers, technical leaders, founders, and executives at top AI companies and enterprises.
• Build and coach a high-performance CS team combining technical fluency, commercial acumen, and ownership.
• Establish customer health frameworks, success plans, milestones, and executive reviews with measurable outcomes.
• Collaborate with Sales, Forward Deployed Engineering, Product, and Support to accelerate activation and resolve adoption barriers.
• Turn customer insights into action using telemetry and business signals to influence product strategy.

Skills

AI-Native Leadership

Leadership Experience

Builder DNA

Developer-First

Commercial Ownership

Strategic Leadership

Scale with Automation

Data-Driven

Job description

OpenRouter, Inc. is seeking a Director of Customer Success to build and scale the next generation of customer success for our AI-native platform. This builder role focuses on scalable programs, automation, and meaningful customer outcomes rather than traditional CS management.

You'll lead a team of Customer Success Managers, partner with Sales, Engineering, and Support, and own adoption, retention, and growth across startups, enterprises, and strategic customers.