Director, Customer Success

present of AI; California; Remote; USD 180,000 - 240,000; Full time

Job summary

OpenRouter is seeking a senior leader for Customer & Solutions in the San Francisco Bay Area, with remote work options. You will set onboarding and expansion plans, guide customer adoption, and lead a team of customer success managers.

The ideal candidate has established experience in AI or developer infrastructure, deeply understands usage-based revenue, and communicates effectively with both developers and executives.

Qualifications

• Experience leading customer success at a fast-growing AI or developer infrastructure company.
• Comfort talking with developers and executives.
• Strong understanding of usage-based revenue.

Responsibilities

• Define the plan for onboarding, production adoption, retention, and expansion for strategic customers.
• Lead a team of customer success managers and drive revenue growth with minimal headcount increases.
• Build AI-powered workflows and guided interactions to improve adoption and outcomes.

Skills

Customer success leadership

Developer & API fluency

Executive relationship management

Usage-based revenue

Job description

Customer & Solutions · San Francisco Bay Area, California · Remote · FullTime · Lead level

This is a senior leadership job that mixes building and hands-on customer work. The person sets the plan for how customers get started, reach production, stay, and spend more, and leads a team of customer success managers. A strong candidate has years of experience leading customer success at a fast-growing AI or developer infrastructure company, knows usage-based revenue well, and can talk comfortably with developers and executives.

How it fits the AI era

The role expects AI to carry much of the routine work, such as spotting at-risk accounts, flagging growth chances, and personalizing outreach, so the team can grow without growing headcount at the same pace. Trust with founders and engineering leaders, judgment on strategic renewals, and the skill of turning technical adoption into business results stay with people.

How it builds AI experience

Someone in this seat would work daily with a product that routes requests across hundreds of AI models, so they would learn how teams choose models, manage cost and speed, and move apps into production. They would also gain hands-on practice designing AI-powered workflows and agents for customer success. Candidates can prepare by building small automations that use usage data to flag risks, and by learning how model routing and inference costs work.

Worth showing

• Scaling customer success without more headcount
• Retention and net revenue growth results
• Built AI or automation workflows
• Developer and API fluency
• Executive and founder relationships

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About OpenRouter

OpenRouter is a unified API gateway and marketplace that routes requests across hundreds of AI models from many providers, per the company.