Customer Outcomes Manager

About DevRev

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

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.

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: 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.

Why this role exists

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.