Scaled Customer Success Manager

Job Summary

Building and owning the post-sale engine for OpenRouter's startup ecosystem, the full-time Scaled Customer Success Manager will manage startup customer journeys from onboarding to expansion while creating scalable systems and workflows to drive activation, retention, and growth in a remote environment.

Key responsibilities

• Own the scaled success motion for the startup customer portfolio, including activation, retention, and Enterprise conversion
• Develop and implement workflows, dashboards, and automations to streamline customer success operations and identify at-risk startups
• Capture and synthesize customer feedback to inform product improvements and enhance the overall startup experience

Required qualifications

• Experience managing a scaled customer portfolio or startup program operations
• Strong understanding of API-first businesses and technical customer segments
• Proficiency in building workflows, dashboards, and customer journeys that improve outcomes at scale
• Familiarity with customer data analytics and usage trends to drive actionable insights
• Builder mindset with a focus on creating systems and processes in evolving environments