AI Outcomes Manager Customer Experience • Australia AI Outcomes Manager Customer Experience Australia

DevRev Inc.; Australia; Vor Ort; AUD 140.000 - 190.000; Vollzeit

Zusammenfassung

DevRev is seeking an AI Outcomes Manager to unify Customer Success and Customer Support into one accountable role for enterprise accounts. You will own end-to-end outcomes, drive adoption, and manage escalations, using AI to triage and accelerate resolution.

You’ll track health signals, conduct business reviews, and coordinate across teams to maximize value and renewal opportunities. Strong communication and technical aptitude are essential.

Qualifikationen

• 3+ years in customer-facing technical roles.
• 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 preferred.
• Experience across both support and success motions valued.

Aufgaben

• Own a portfolio of enterprise and growth accounts end-to-end.
• Manage implementation, go-live, adoption, renewal health and expansion.
• Be the customer's single point of trust—no handoffs.
• Leverage AI to scale across a full portfolio while maintaining accountability.
• Provide RCA reports and QBR materials.

Kenntnisse

Strong communicator

Customer-facing experience

AI/tech awareness

Ausbildung

B.Tech or MBA-equivalent

Tools

Ticketing systems

CRM

Workflow automation

Analytics platforms

Developer tools

Jobbeschreibung

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 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.

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.

How do we work? Whatever your role, our values describe what we ask of each other.

Be a bridger

Look beyond your own role. Ask questions, share context and help others get unstuck. That may mean bringing the right people together or picking up a problem that doesn’t necessarily fit neatly into your job description.

How do we work? Whatever your role, our values describe what we ask of each other.

Be a bridger

Look beyond your own role. Ask questions, share context and help others get unstuck. That may mean bringing the right people together or picking up a problem that doesn’t necessarily fit neatly into your job description.

Care loudly

We want your perspective, not just your agreement. Speak up when something isn’t working or someone needs support. Give honest feedback with respect for the person receiving it. Don’t let an uncomfortable conversation become an unspoken problem.

Own the outcome

Take responsibility for the result, not just your part in the process. Use AI to move the work forward, not to outsource your judgment. Make the call, check whether it worked and change course when it didn’t. If something goes wrong, own it and help fix it.

That’s DevRev!

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.