AI Outcomes Manager
Job description
AI Outcomes Manager at DevRev, a unified post-sales owner combining Customer Success and Customer Support for a portfolio of enterprise and growth accounts. The role owns accounts end-to-end from implementation and go-live through adoption, renewal health, and expansion, using AI as an operating layer.
At a glance
- Work mode
- Remote · Australia
What you'll do
- Own a book of enterprise and growth accounts under single, accountable ownership
- Own accounts from implementation and go-live through adoption, renewal health, and expansion
- Be the customer's single point of trust — no handoffs, in good times and bad
- Stay accountable for the outcome even when another team is responsible for the underlying work
- Align on scope, success criteria, and the value the customer is buying before kickoff
- Validate what was sold against what's feasible; close gaps and secure sign-off
- Own go/no-go readiness — flag risk and hold the line when a launch isn't ready
- Respond within SLA — AI drafts, you review and personalize
- Validate and correct AI's classification and severity; your corrections train the model
- Own tickets through resolution; decide workaround vs. code fix and route to engineering while staying the owner
- Track usage trends and flag drops early using AI anomaly signals; turn them into proactive outreach
- Run enablement sessions; compare entitlements to actual usage and close adoption gaps
- Translate usage into business value (time saved, cost avoided, deflection); build the roadmap into every business review
- Keep relationships multi-threaded and engage executive sponsors
- Act on account signals before the customer raises a problem
- Run renewal reviews ahead of expiry; source and flag expansion opportunities to Sales
What we're looking for
- Technically oriented and AI-capable — comfortable with APIs, tracing issues, and explaining root causes to both engineers and customers
- An owner — can carry a large B2B portfolio end-to-end, from ticket resolution through business reviews
- A strong communicator — runs customer calls confidently and writes clear RCA reports and QBR materials
- AI-native — embraces AI as an operating layer, actively trains the model, and measures own leverage
- Commercially aware — understands ACV, tracks utilization, spots expansion signals, and connects usage to renewal confidence
- Comfortable with ambiguity — helps shape a new operating model, not just follow playbooks
- Deep in at least one domain — with the ability to cross-train and advise
- Minimum a B.Tech (or equivalent bachelor's degree in engineering / technology), or a postgraduate degree in management (MBA or equivalent)
- 3+ years in customer-facing technical roles (support engineering, solutions engineering, CSM, or TAM)
- Hands-on with at least one of: ticketing systems, CRM, workflow automation, analytics platforms, or developer tools
Nice to have
- Background in fintech, enterprise SaaS, or high-volume support environments preferred
- Experience across both support and success motions is highly valued
Your team
Customer Experience — Customer Outcomes
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About DevRev
Computer – your AI teammate
DevRev builds an AI-native platform that unifies all data sources, tools, and workflows into a single AI-ready platform, giving employees real-time insights, proactive suggestions, and powerful agentic actions. It extends existing software with AI-native apps and agents that work alongside teams and customers. The company calls this Team Intelligence: human-AI collaboration that breaks down silos, brings people back together, and frees you to solve bigger problems.
Mission
Building the future of work with Computer, an AI teammate that unifies data sources, tools, and workflows into a single AI-ready platform.
Key facts
- Backed by Khosla Ventures and Mayfield with $150M+ raised
- Trusted by global companies across industries
What they value
- Be a bridger
- Care loudly
- Own the outcome