Customer Outcomes Manager

About the role

DevRev is looking for a Customer Outcomes Manager to own the full post‑sales journey for its AI‑driven platform. You will combine technical support with proactive adoption, ensuring customers receive measurable value from their purchase while leveraging DevRev’s AI assistant, Computer.

Key responsibilities

• Manage the ticket lifecycle using Computer’s AI triage, classification, routing and knowledge retrieval.
• Review and personalize AI‑generated draft responses before sending to customers.
• Develop and execute onboarding, enablement and adoption plans for each account.
• Monitor usage trends, detect anomalies and conduct proactive outreach to prevent churn.
• Run product walkthroughs and training sessions tailored to customer maturity and use‑case.
• Align entitlements with actual usage, close adoption gaps and drive renewal conversations.

Required profile

• Strong customer‑focused mindset with the ability to balance technical problem solving and strategic enablement.
• Excellent communication skills and a track record of building trusted relationships.
• Ability to interpret data signals and translate them into actionable outreach.

Required skills

• Experience with AI‑augmented support tools or ticketing platforms.
• Familiarity with SaaS product adoption and lifecycle management.