[Hiring] AI Outcomes Manager @DevRev

Role Description

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
• Ensuring 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
• Deflection

So you can focus on what AI can't do:

• Complex judgment
• Strategic enablement
• Relationship building
• 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.

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

Requirements

• 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

Company Description

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.