Scaled Customer Success Manager, Startups

🕒 Junho 2

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OpenRouter

SiteLinkedInTodas as Vagas

1 - 10 funcionários

Fundada em 2023

💼 Consultoria

📣 Marketing

🤖 Inteligência Artificial

Consulting • Marketing • Artificial Intelligence

OpenRouter é uma plataforma que fornece uma interface unificada para acessar e utilizar vários modelos de linguagem grandes (LLMs) de diversos fornecedores. Ela oferece integração perfeita com os principais modelos e melhora a experiência do usuário com recursos como disponibilidade confiável de modelos de IA, políticas de dados detalhadas e preços competitivos. Com mais de 2,5 milhões de usuários globais e suporte para mais de 400 modelos, o OpenRouter simplifica o processo de trabalho com LLMs para desenvolvedores e organizações.

Descrição

• Own the scaled success motion for OpenRouter’s startup and scaled customer portfolio. • Partner cross-functionally to iterate and refine the operating system for startup activation, retention, growth, and Enterprise conversion. • Create and refine the workflows, dashboards, alerts, and playbooks that help the team understand which startups need attention, why they need it, and what action should happen next. • Turn manual customer success and program operations work into repeatable systems. • Own the start-up inbox, day-to-day program communications, and portfolio health across the startup segment. • Build scaled intervention workflows for customers showing risk signals. • Create activation paths that help startups reach first value quickly and understand how to use OpenRouter effectively. • Partner with Sales to surface startups ready for Enterprise conversion, higher usage commitments, premium support, compliance, observability, throughput, or strategic partnership. • Work across GTM to expand distribution, improve onboarding and activation, and connect the startup program to broader growth initiatives. • Use AI-native tools and automation to reduce manual work across onboarding, follow-up, risk detection, expansion identification, reporting, and feedback capture. • Define what “healthy” looks like for startup customers. • Segment the portfolio into cohorts. • Create the operating cadence for reviewing startup portfolio health. • Help evolve OpenRouter’s startup program into a scalable growth engine. • Improve the application, approval, onboarding, activation, communication, and follow-up experience. • Build rubrics and workflows that identify high-potential AI-native startups and route them into the right journey. • Ensure approved startups get value quickly and have clear paths to scale. • Continuously improve how the program runs by streamlining processes and creating better experiences for founders, partners, and internal teams alike. • Turn startup customer, founder, and partner interactions into structured product signal. • Capture and synthesize feedback across onboarding friction, model availability, routing behavior, latency, reliability, pricing, documentation gaps, integration blockers, and developer experience. • Surface patterns to Product and Engineering based on frequency, customer severity, growth potential, and revenue impact.

🎯 Requisitos

• You have managed a scaled customer portfolio, startup program operations, developer ecosystem, PLG customer base, or technical customer segment. • You care deeply about startups and understand the realities of early-stage building. • You enjoy working closely with founders, operators, and emerging teams as they navigate product-market fit, growth, and scale. • You are comfortable working with technical founders and developer-facing products. • You understand API-first businesses and can speak credibly about usage, latency, reliability, cost, integrations, and production adoption. • You know how to identify churn risk, activation blockers, expansion signals, and commercial opportunity in a usage-based business. • You are fluent in customer data and can use usage trends, support signals, product analytics, and revenue data to drive action. • You have built workflows, dashboards, automations, lifecycle programs, internal tools, customer journeys, or playbooks that improved customer outcomes at scale. • You operate with a builder mindset and take ownership beyond your job description. • You’re energized by creating structure from ambiguity and helping new programs scale from 0 to 1. • You’re comfortable working in evolving environments where processes are still being defined. • You do not default to manual touch points. You default to systems, repeatability, and leverage.

🏖️ Benefícios

• High autonomy • High leverage • Direct impact on retention • Growth • Future of OpenRouter's customer ecosystem