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DevRev is hiring an AI Outcomes Manager to own the unified post-sales experience, merging customer success and support into a single, accountable role. You'll manage a portfolio of enterprise and growth accounts end-to-end—from implementation and go-live through adoption, renewal, and expansion—without handoffs between siloed teams.
Key responsibilities include: owning the full customer relationship and serving as the single point of trust; aligning on scope and success criteria before implementation; validating feasibility and managing go/no-go readiness; responding to tickets within SLA (with AI drafting support), validating AI classification, and routing to engineering while staying the owner; tracking usage trends and proactively flagging adoption drops; running enablement sessions and translating usage into business value; maintaining multi-threaded relationships with executive sponsors; and running renewal reviews to source expansion opportunities.
AI is your multiplier, not a side tool. DevRev's AI agent handles first-line triage, ticket classification, routing, knowledge retrieval, and deflection, freeing you to focus on complex judgment, strategic enablement, relationship building, and driving outcomes. You'll be measured on how well you leverage AI to scale across your full portfolio.
You should be technically oriented and comfortable with APIs, tracing issues, and explaining root causes to both engineers and customers. You're an owner who can carry large B2B portfolios end-to-end, a strong communicator who runs customer calls confidently and writes clear RCA reports, and AI-native—actively training the model and measuring your own leverage. You're commercially aware, understanding ACV, utilization, and expansion signals, and comfortable with ambiguity as you help shape this new operating model.
Minimum qualifications: B.Tech or equivalent bachelor's in engineering/technology, or postgraduate degree in management (MBA or equivalent); 3+ years in customer-facing technical roles (support engineering, solutions engineering, CSM, or TAM); hands-on experience with ticketing systems, CRM, workflow automation, analytics platforms, or developer tools. Background in fintech, enterprise SaaS, or high-volume support environments preferred. Experience across both support and success motions is highly valued.
