Director, Customer Success

The role

You will build and scale an AI-native Customer Success organization. You will own the strategy and execution for customer adoption, retention, and growth across startups and enterprises.

What you will do

• Define and execute a Customer Success strategy using intelligent systems and automation.
• Own the customer journey from onboarding through production adoption and expansion.
• Drive Gross Revenue Retention, Net Revenue Retention, and inference consumption growth.
• Develop AI-powered workflows and customer intelligence programs.
• Build trusted relationships with developers, technical leaders, and executives.
• Lead and develop a team of Customer Success Managers.
• Establish customer health frameworks and success plans.
• Partner with Sales, Engineering, Product, and Support teams.
• Use product telemetry and customer feedback to influence product strategy.

Required qualifications

• 8+ years in Customer Success, account management, or related post-sales functions.
• 4+ years leading teams through significant growth.
• Experience leading and scaling Customer Success at a hyperscaling AI-native company, model lab, or developer-first infrastructure platform.
• Experience building scalable Customer Success programs, workflows, automations, or AI-powered systems.
• Understanding of APIs, SDKs, LLMs, inference infrastructure, and production AI applications.
• Track record of driving retention, expansion, NRR, GRR, and consumption growth in usage-based or subscription businesses.
• Ability to engage with developers, engineering leaders, founders, and C-level executives.
• Ability to build repeatable customer engagement models that support growth without proportional headcount increases.
• Ability to use product usage, customer health, adoption signals, and revenue data to drive outcomes.

Nice to have

• Experience at a leading LLM model lab, AI inference platform, or developer-first AI infrastructure company.
• Experience managing enterprise and AI-native startup customer segments.
• Experience building AI agents, automated customer lifecycle programs, or intelligent customer engagement workflows.
• Familiarity with model routing, inference economics, latency, reliability, and production AI workloads.
• Experience building Customer Success organizations in consumption-based, product-led growth environments.
• Experience partnering closely with Forward Deployed Engineering or technical implementation teams.

About the company

OpenRouter is the unified interface for AI inference, giving developers and organizations access to hundreds of models through a single API.