About this role
DevRev faces the challenge of eliminating friction between customer success and support by merging these functions into a single, end-to-end operational model. The AI Outcomes Manager solves this fragmentation by taking total ownership of enterprise and growth accounts, ensuring clients extract measurable value from the platform without falling through the cracks of siloed handoffs.
In this capacity, you will leverage built-in AI agents to handle routine triage and ticket classification while you focus on complex judgment, strategic enablement, and relationship building. You will guide clients from implementation and go-live through ongoing adoption, renewals, and expansion opportunities.
Ideal candidates thrive in ambiguity, possess technical fluency with APIs and developer tools, and view artificial intelligence as a core operating layer rather than an afterthought. If you possess a strong B2B background in technical customer-facing roles and want to help shape a unified post-sales model, this position offers an opportunity to drive lasting impact.
What you will do
- Manage an end-to-end portfolio of enterprise and growth accounts, serving as the single point of contact for implementation, adoption, renewals, and expansion.
- Review and personalize AI-drafted responses within SLA, correcting classifications and severities to actively train the underlying models.
- Track usage trends using AI anomaly signals and run enablement sessions to close adoption gaps and demonstrate business value.
- Engage executive sponsors proactively, running renewal reviews and identifying expansion signals for the sales team.
- Collaborate with engineering to route complex tickets while maintaining complete accountability for the resolution lifecycle.
- Align on project scope and success criteria prior to kickoff, holding the line on go/no-go launch readiness.
What you need
- Hold a B.Tech or equivalent bachelor's degree in engineering or technology, or a postgraduate management degree such as an MBA.
- Bring at least 3 years of experience in customer-facing technical roles such as support engineering, solutions engineering, customer success management, or technical account management.
- Demonstrate hands-on familiarity with at least one category including ticketing systems, CRMs, workflow automation, analytics platforms, or developer tools.
- Remain comfortable with APIs, tracing technical issues, and explaining root causes clearly to both engineers and customers.
- Exhibit commercial awareness with the ability to track utilization, understand ACV, and connect software usage to renewal confidence.
Nice to have
- Background in fintech
- Background in enterprise SaaS
- Experience in high-volume support environments
- Prior experience across both support and success motions
Skills and tech stack
Questions candidates ask
What is the primary focus of the AI Outcomes Manager?
You own accounts end-to-end by bringing Customer Success and Customer Support together into a single role. This eliminates handoffs between siloed teams so you can resolve issues, drive adoption, manage escalations, and secure measurable value.
How does AI factor into daily responsibilities?
The AI agent handles first-line triage, ticket classification, routing, knowledge retrieval, and deflection. You review and personalize AI-drafted responses and correct classifications to train the model.
What are the educational requirements for this role?
Candidates must have a minimum of a B.Tech or equivalent bachelor's degree in engineering or technology, or a postgraduate degree in management such as an MBA.
What kind of professional background is preferred?
The team looks for at least 3 years of experience in customer-facing technical roles like support engineering, solutions engineering, CSM, or TAM. Backgrounds in fintech, enterprise SaaS, or high-volume support environments are preferred.