DevRev - Customer Outcomes Manager
Requirements
• Core competencies • Technically oriented and AI-capable - able to use AI to work effectively; understands APIs, and explains root causes to both engineers and customers. • Account ownership, comfortable owning a large B2B portfolio end-to-end, from ticket resolution through business reviews. • Communication, runs customer calls confidently, writes clear RCA reports and QBR materials, and gives concise internal updates. • AI-native workflow, embraces Computer as the operating layer; actively trains the model and measures leverage through automation. • Commercial awareness, understands ACV, tracks utilization, spots expansion signals, connects usage to renewal confidence. • Ambiguity tolerance, this is a new operating model; you'll help shape it, not just follow playbooks. • 3+ years in customer-facing technical roles (support engineering, solutions engineering, CSM, or technical account management). • Hands-on with at least one of: ticketing systems, CRM, workflow automation, analytics platforms, or developer tools. • Background in enterprise SaaS, or high-volume support environments preferred. • Experience across both support and success motions is highly valued. • The Customer Outcomes team is living proof that the convergence of support, success, and AI works. Computer makes the model possible. You make it excellent. Highly driven individuals who are motivated to transform the way Customer Experience is delivered are especially sought after.
Benefits
• Traditional SaaS splits post-sales into Support (reactive, ticket-focused) and Customer Success (proactive, relationship-focused). That creates handoff gaps, duplicated context, and customers feeling bounced between teams. At DevRev, the person who resolves a customer's bug should also drive their adoption - because they understand the customer's pain better than anyone. • What you'll own • Ticket lifecycle management (powered by Computer) • An AI Tech Support Engineer manages the ticket lifecycle, working alongside Computer to handle resolution at scale. • Respond to tickets with Computer assistance; Computer drafts, you review and personalize. • Use Computer for knowledge retrieval, similar-ticket lookup, and suggested resolutions before starting from scratch. • Adoption and value delivery • Drive adoption across your portfolio: build onboarding and enablement plans, set value milestones, and guide customers from go-live to full activation. • Track usage trends and flag drops early using Computer's anomaly signals, then turn those signals into proactive outreach before they become friction. • Run enablement sessions and product walkthroughs for new features and capabilities, tailored to each customer's use case and maturity. • Ensure products purchased are products used, compare entitlements against actual usage, close adoption gaps, and surface underused capabilities the customer is paying for. • Build and maintain account success plans: document each customer's goals, success criteria, and the path to realizing them. • Translate product usage into business value, quantify outcomes (time saved, cost avoided, deflection achieved) and bring that story to reviews. • Generate account health reports, QBR materials, and adoption analyses on demand, and use them to drive customer conversations and internal prioritization. • Capture recurring needs and friction patterns, and feed them back to Product to shape the roadmap. • Relationship and commercial • Maintain a regular meeting cadence with your accounts. • Keep relationships multi-threaded; engage executive sponsors regularly. • Identify and flag expansion opportunities. • Run formal renewal reviews for accounts approaching expiry. • Know your customer so you can be a trusted advisor for AI strategies using Devrev.
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