Scaled Customer Success Manager, Startups
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Scaled Customer Success Manager at OpenRouter responsible for startup ecosystem and customer success operations. Engaging with founders and driving activation, retention, and growth across the platform.
Responsibilities:
- 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
Similar Jobs
Customer Success Manager – Gestionnaire du succès client
Entry-level Customer Success Manager at Upland Software helping clients maximize success with SaaS solutions. Building relationships and managing customer satisfaction, renewals, and growth.
Principal Customer Success Manager
Customer Success Manager managing customer relationships within NiCE CX team for long-term engagement. Ensuring adoption and value realization throughout the customer lifecycle via strategic partnerships.
Senior Partner Success Strategist
Senior Partner Success Strategist at Action Squared providing remote support and training for partners. Ensures effective tool usage and contributes to positive partner experiences.
Customer Success Manager
Customer Success Manager for Axya's procurement platform serving manufacturing industry. Overseeing end-to-end project management and customer operations across Canada and the USA.
Customer Success Manager
Customer Success Manager at Benifex, driving customer value and engagement through relationship building and platform adoption. Managing a portfolio of domestic and global customers.
Customer Success Partner
Customer Success Partner providing remote support to clients at Sally Beauty. Ensures customer retention and satisfaction through proactive communication and order support.
Strategy & Operations Analyst, Customer Success
Strategy & Operations Analyst at EverCommerce focusing on data-driven outcomes across customer lifecycle. Responsible for operational management in Customer Success and cross-functional coordination.
Senior Manager, Customer Success
Senior Manager leading a Customer Success team to operationalize privacy at scale. Driving team performance and customer satisfaction at DataGrail.
Customer Success Manager
Customer Success Manager responsible for ensuring value realization for Mid-Market customers at Boulevard. Leading account health and relationship management with sophisticated self-care businesses.
Regional Director – Partner Success
Regional Director of Partner Success managing partnerships with K-12 districts in Florida and Georgia. Fostering relationships to support partner satisfaction, retention, and growth opportunities.
Analista de Sucesso do Cliente – CSM
Customer Success Analyst at VExpenses focused on reducing churn and driving satisfaction for medium and large clients. Engaging with key accounts and implementing strategies for business growth.
FCRM High Risk Reviews Analyst
Financial Crime Risk Analyst providing analytical support for FCRM programs and processes at TD Bank. Collaborating with stakeholders to deliver AML, ATF, Sanctions, and ABAC programs.
Senior Customer Success Manager
Senior Customer Success Manager at Sourcegraph managing enterprise customer accounts. Driving product adoption, customer engagement, and strategic outcomes with high-performing teams.
Customer Success Coordinator
Customer Success Coordinator improving customer lifecycle and support engagements for ArborXR's XR device management platform. Focuses on operational excellence and proactive communication across customer accounts.
Consultor de Customer Success – Pleno
Customer Success Consultant in a leading dental software in Brazil, focusing on client expansion and technology sales.
Senior Dealer Success Manager
Senior Dealer Success Manager driving performance and growth for Curbee's automotive partners through mobile service. Collaborating with dealership leadership to enhance utilization and expand high-performing accounts.
Client Experience Specialist
Client Experience Specialist providing IT sales support through timely responses and order management. Collaborating with teams to enhance customer experience and service efficiency.
Customer Success Agent
Customer Success Agent supporting clients at global music-tech company, reporting to the Customer Success Manager remotely from Panama. Handling inquiries and ensuring optimal product use.
Manager – CRM & Sales Operations
Manager of CRM & Sales Operations at Live Nation, overseeing user administration, training, and data operations. Responsible for supporting Salesforce tools and systems for internal users.
Coordinator, CRM & Sales Operations
Coordinator providing Salesforce support, routine data operations, and report assistance at Live Nation. Collaborating with internal teams to ensure data accuracy and system support.