AI Outcomes Manager

Location: Australia <p><strong>About DevRev</strong></p> <p>At DevRev, we're building the future of work with <em>Computer</em> – your AI teammate. Unlike traditional tools, <em>Computer</em> unifies all your data sources, tools, and workflows into a single AI-ready platform, giving employees real-time insights, proactive suggestions, and powerful agentic actions. It extends your existing software with AI-native apps and agents that work alongside your teams and customers – updating workflows, coordinating across teams, and eliminating repetitive work. We call this Team Intelligence: human-AI collaboration that breaks down silos, brings people back together, and frees you to solve bigger problems. Backed by Khosla Ventures and Mayfield with $150M+ raised, DevRev is trusted by global companies across industries.</p> <p>About the role<br />The AI Outcomes Manager is DevRev's unified post-sales owner — bringing Customer Success and Customer Support together into a single role. Instead of handoffs between siloed teams, you own accounts end-to end: resolving issues, driving adoption, managing escalations, and making sure customers extract measurable value from what they bought.<br />You manage each account by its health and needs — proactively spotting risk and opportunity — rather than by whether a given interaction is labelled "support" or "success." AI is your multiplier, not a tool you use on the side. Our AI agent handles first-line triage, ticket classification, routing, knowledge retrieval, and deflection — so you can focus on what AI can't do: complex judgment, strategic enablement, relationship building, and<br />driving outcomes. You'll be measured not just by what you do directly, but by how well you leverage AI to scale across a full portfolio.</p> <p>What you'll own</p> <p>Your portfolio — a book of enterprise and growth accounts under single, accountable ownership. The model protects depth over volume.<br />The customer relationship, end-to-end<br />— Own accounts from implementation and go-live through adoption, renewal health, and expansion.<br />— Be the customer's single point of trust — no handoffs, in good times and bad.<br />— Stay accountable for the outcome even when another team is responsible for the underlying work ("more accountability, less responsibility").</p> <p>Implementation &amp; go-live<br />— Align on scope, success criteria, and the value the customer is buying before kickoff. DevRev · Customer Experience — Customer Outcomes 1<br />— Validate what was sold against what's feasible; close gaps and secure sign-off.<br />— Own go/no-go readiness — flag risk and hold the line when a launch isn't ready. Ticket lifecycle, powered by AI<br />— Respond within SLA — AI drafts, you review and personalize.<br />— Validate and correct AI's classification and severity; your corrections train the model.<br />— Own tickets through resolution; decide workaround vs. code fix and route to engineering while staying the owner.</p> <p>Adoption &amp; value<br />— Track usage trends and flag drops early using AI anomaly signals; turn them into proactive outreach.<br />— Run enablement sessions; compare entitlements to actual usage and close adoption gaps.<br />— Translate usage into business value (time saved, cost avoided, deflection); build the roadmap into every business review.</p> <p>Relationship &amp; commercial<br />— Keep relationships multi-threaded and engage executive sponsors.<br />— Act on account signals before the customer raises a problem.<br />— Run renewal reviews ahead of expiry; source and flag expansion opportunities to Sales.</p> <p>Who we're looking for<br />— Technically oriented and AI-capable — comfortable with APIs, tracing issues, and explaining root causes to both engineers and customers.<br />— An owner — you can carry a large B2B portfolio end-to-end, from ticket resolution through business reviews.<br />— A strong communicator — you run customer calls confidently and write clear RCA reports and QBR materials.<br />— AI-native — you embrace AI as your operating layer, actively train the model, and measure your own leverage.<br />— Commercially aware — you understand ACV, track utilization, spot expansion signals, and connect usage to renewal confidence.<br />— Comfortable with ambiguity — this is a new operating model; you'll help shape it, not just follow playbooks.<br />— Deep in at least one domain — with the ability to cross-train and advise.</p> <p>Qualifications<br />— Minimum a B.Tech (or equivalent bachelor's degree in engineering / technology), or a postgraduate degree in management (MBA or equivalent).<br />— 3+ years in customer-facing technical roles (support engineering, solutions engineering, CSM, or TAM).<br />— Hands-on with at least one of: ticketing systems, CRM, workflow automation, analytics platforms, or developer tools.<br />— Background in fintech, enterprise SaaS, or high-volume support environments preferred.<br />— Experience across both support and success motions is highly valued.</p> <p><em>DevRev is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.</em></p> GDPR Compliance: Sourced via verified public channels under Legitimate Interests (Art. 6(1)(f) GDPR). 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