Director of AI-Native Customer Success & Growth

openrouter.ai; California; On-site; USD 180,000 - 280,000; Full time

Job summary

OpenRouter is seeking a Director of Customer Success to design and scale an AI-native CS organization that partners with developers, startup-scale teams, and enterprises. You will own the CS strategy, lead a fast-growing team, and partner with Sales, Engineering, Product, and Support to drive adoption and measurable value.

You will engage with strategic customers while building automated programs and AI-powered systems that enable scalable growth, retention, and expansion across our customer

Qualifications

• 8+ years in Customer Success, account management, or related post-sales functions.
• 4+ years leading teams through significant growth.
• Experience building scalable CS programs, workflows, or AI-powered systems.

Responsibilities

• Define and execute a scalable CS strategy powered by intelligent systems and automation.
• Own the customer journey from onboarding to production adoption, retention, and expansion.
• Drive GRR/NRR, health metrics, and consumption growth with strategic renewals.
• Build AI-powered workflows and lifecycle programs to identify risks and growth opportunities.
• Lead relationships with developers, tech leaders, founders and executives at strategic accounts.
• Develop and mentor a high-performing CS team with strong ownership and collaboration.

Skills

AI-Native leadership

Customer success leadership

Developer-first mindset

Commercial ownership

Data-driven

Education

Bachelor's degree or higher

Tools

APIs

SDKs

LLMs

Job description

OpenRouter is seeking a Director of Customer Success to design and scale an AI-native CS organization that partners with developers, startup-scale teams, and enterprises. You will own the CS strategy, lead a fast-growing team, and partner with Sales, Engineering, Product, and Support to drive adoption and measurable value.

You will engage with strategic customers while building automated programs and AI-powered systems that enable scalable growth, retention, and expansion across our customer