Customer Operations Manager – TokenRouter

TokenRouter provides access to AI models through a unified API. The Customer Operations Manager supports customers from discovery and evaluation through onboarding, production launch, ongoing service, retention, and expansion, coordinating with Sales, Business Development, and technical teams.

Responsibilities:

• Pre-Sales Discovery & Solution Alignment: Partner with Sales/BD to understand enterprise application workflows, model preferences, data security policies, pricing structures, and launch timelines to architect tailored solution paths
• Evaluation, Trial & PoC Operations: Guide developer and engineering teams through OpenAI-compatible API integration, benchmark testing, model selection, routing/fallback configurations, and performance optimization
• Commercial Onboarding & Go-Live: Orchestrate the transition from contract execution to production launch, verifying technical integration, billing terms, escalation pathways, and initial production API calls
• Post-Sales Adoption, Retention & Growth: Monitor customer health, token consumption metrics, gross margins, and retention signals while conducting regular business reviews to help accounts scale usage efficiently
• Support Management & Incident Response: Manage operational intake across support channels, owning incident response for latency issues, rate limits, model availability, and engineering escalations
• Cross-Functional Readiness & Ecosystem Alignment: Partner with regional AI model providers, cloud/GPU platforms, and system integrators to streamline customer enablement and turn recurring issues into product playbooks

Requirements:

• Must be based in the United States
• eligible to work without restriction
• 3–5 years of experience in Customer Operations, Technical Account Management, Customer Success, Solutions/Implementation Operations, or Pre-Sales Support within AI, API, SaaS, Cloud, or Developer Tool ecosystems
• Working knowledge of LLMs and AI APIs, including model evaluation, inference mechanics, rate limits, latency considerations, OpenAI-compatible APIs, routing architectures, and usage-based pricing models
• Hands-on proficiency with HubSpot and Excel/Google Sheets to analyze customer lifecycle stages, token usage trends, revenue, gross profit, and health metrics
• Business-fluent written and spoken English
• exceptional project management, problem-solving, and stakeholder coordination skills
• Experience supporting enterprise customers or cross-functional teams in North America's AI, developer, cloud, GPU, or generative-AI ecosystem
• Familiarity with API troubleshooting, monitoring tools, logs, SQL, BI tools, or ticketing platforms (e.g., Zendesk, Jira)
• Business proficiency in Mandarin, Japanese, or Korean