Scaled Customer Success Manager, Startups

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OpenRouter

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2023

🤖 Artificial Intelligence

☁️ SaaS

📚 Education

Artificial Intelligence • SaaS • Education

OpenRouter is a platform providing a unified interface for interacting with various large language models (LLMs). It focuses on delivering better prices and uptime without the need for subscriptions. The platform supports multiple AI tasks and showcases models like Mistral Small 3 and DeepSeek R1 Distill Qwen 32B, which are designed for fast performance and high accuracy. OpenRouter also features gaming and coding tools that enhance usability across different sectors such as marketing, finance, and education.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

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