About this role.
DevRev is seeking an AI Outcomes Manager to own a portfolio of enterprise and growth customers across the full post-sales lifecycle. The role combines technical support, customer success, implementation readiness, adoption enablement, escalations, renewal health, and expansion identification under a single accountable owner. The successful candidate will use AI agents for triage, classification, knowledge retrieval, and anomaly detection while applying human judgment to complex technical and relationship issues. Candidates need at least three years of customer-facing technical experience, strong communication skills, technical troubleshooting ability, and comfort working in an evolving operating model.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
5/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Sample interview questions
I would establish success criteria, stakeholder ownership, technical readiness, and measurable value targets before kickoff. After go-live, I would use ticket trends, product usage, adoption milestones, and stakeholder feedback to maintain an account health plan, personally owning customer communication through escalations while coordinating internal specialists as needed. Ahead of renewal, I would document realized outcomes, open risks, adoption gaps, and expansion opportunities in a structured executive review.
I would review AI classifications against the customer's actual issue, product area, severity, urgency, and business impact before sending or acting on them. When the AI is incorrect, I would correct the label and capture concise reasoning, such as distinguishing a configuration issue from a product defect. I would monitor recurring errors by category and use those patterns to improve prompts, knowledge sources, routing rules, and training feedback.
I would first validate the signal by segmenting usage by team, feature, and time period and checking for implementation, entitlement, technical, or organizational changes. I would then contact the relevant customer stakeholders with a fact-based observation and a proposed working session rather than waiting for a support ticket. The goal would be to identify the root cause, restore adoption through targeted enablement or remediation, and connect the recovery plan to the value originally expected from the platform.
For engineering, I would provide reproducible steps, timestamps, logs or traces, impact scope, expected versus actual behavior, and priority context. For executives, I would translate the same issue into customer impact, affected workflows, mitigation, ownership, and a clear timeline for the next update. I would avoid unnecessary technical jargon while remaining transparent about uncertainty and committed follow-through.
I would base the opportunity on evidence such as sustained feature adoption, uncovered workflow needs, utilization against entitlements, or a demonstrated value gap that an additional capability could address. I would first validate that the recommendation genuinely supports the customer's stated goals and present it as a solution to an observed need. Once qualified, I would share the context, stakeholders, business case, and timing with Sales while remaining involved to preserve continuity and customer confidence.
About DevRev
At DevRev, we’re building the future of work with Computer – your AI teammate. Unlike traditional tools, Computer 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.
About the role
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.
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
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.
What you’ll own
Your portfolio — a book of enterprise and growth accounts under single, accountable ownership. The model protects depth over volume.
The customer relationship, end-to-end
— 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 (“more accountability, less responsibility”).
Implementation & go-live
— Align on scope, success criteria, and the value the customer is buying before kickoff. DevRev · Customer Experience — Customer Outcomes 1
— 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. Ticket lifecycle, powered by AI
— 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.
Adoption & value
— 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.
Relationship & commercial
— 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.
Who 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 — you can carry a large B2B portfolio end-to-end, from ticket resolution through business reviews.
— A strong communicator — you run customer calls confidently and write clear RCA reports and QBR materials.
— AI-native — you embrace AI as your operating layer, actively train the model, and measure your own leverage.
— Commercially aware — you understand ACV, track utilization, spot expansion signals, and connect usage to renewal confidence.
— Comfortable with ambiguity — this is a new operating model; you’ll help shape it, not just follow playbooks.
— Deep in at least one domain — with the ability to cross-train and advise.
Qualifications
— 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.
— Background in fintech, enterprise SaaS, or high-volume support environments preferred.
— Experience across both support and success motions is highly valued.
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.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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