AI Outcomes Manager

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About the role

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 an

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