Customer Outcomes Manager (COM)

Customer Outcomes is DevRev's unified post-sales function - a deliberate merger of Customer Success and Customer Support into one team that owns the full customer lifecycle from go-live to renewal. Instead of handing customers between siloed teams, a Customer Outcomes Manager owns accounts end-to-end: resolving tickets, driving adoption, managing escalations, and ensuring customers extract measurable value from what they purchased.

The role is built on Project Indore - DevRev's operating model that assigns account ownership based on customer state (Engaged, Relaxed, Stressed, Restored), not on whether an interaction is "support" or "success." You own the account. You own the outcome.

Computer is your multiplier. DevRev's AI agent handles first-line triage, ticket classification, routing, knowledge retrieval, and deflection - freeing you to focus on what AI can't do: complex debugging, strategic enablement, relationship building, and driving outcomes that require human judgment. Your effectiveness is measured not just by what you do directly, but by how well you leverage Computer to scale your impact across your portfolio.

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.

An AI Tech Support Engineer manages the ticket lifecycle, working alongside Computer to handle resolution at scale.

• Respond to and triage incoming tickets; Computer drafts, you review and personalize.
• Validate and correct Computer's auto-classification - your corrections train the model.
• Debug and resolve, or escalate to the right team - while remaining the owner.
• Use Computer for knowledge retrieval, similar-ticket lookup, and suggested resolutions before starting from scratch.
• Own tickets through resolution, managing each stage from intake to close.

• 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.

• 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.

• Technically oriented and AI-capable - able to use AI to work effectively; understands APIs, traces issues across distributed systems, 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.
• Domain expertise - deep knowledge in at least one product stream, with the ability to cross-train and advise across streams.

• 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 fintech, enterprise SaaS, or high-volume support environments preferred.
• Experience across both support and success motions is highly valued.