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Customer Outcomes Manager

1 week, 4 days ago
Slovenia
Mid Level
Customer Success Manager
Customer and Technical Support
CRM
Apply Now
DevRev

DevRev

DevRev is a business software company bridging the gap between developers and end users, empowering devs to build, support, and grow their revs with an API-first dev-centric CRM.

Internet Software & Services
51-250
Founded 2020
View All Jobs 6

Description

  • Manage the full ticket lifecycle with AI assistance, including responding to tickets, reviewing drafts, and personalizing customer responses.
  • Use Computer to retrieve knowledge, find similar tickets, and suggest resolutions before starting work from scratch.
  • Drive customer adoption by building onboarding and enablement plans, setting value milestones, and guiding customers from go-live to full activation.
  • Track usage trends, detect adoption drops early, and initiate proactive outreach before issues escalate.
  • Run enablement sessions and product walkthroughs tailored to each customer’s use case and maturity.
  • Maintain account success plans that document customer goals, success criteria, and the path to realization.
  • Translate product usage into business value and prepare account health reports, QBR materials, and adoption analyses.
  • Capture recurring customer needs and friction patterns and feed them back to Product to influence the roadmap.
  • Maintain a regular meeting cadence with accounts, engage executive sponsors, and identify expansion opportunities.
  • Run formal renewal reviews for accounts approaching expiry and support renewal confidence.

Requirements

  • 3+ years of experience in customer-facing technical roles such as support engineering, solutions engineering, CSM, or technical account management.
  • Hands-on experience with at least one of the following: ticketing systems, CRM, workflow automation, analytics platforms, or developer tools.
  • Technical orientation with the ability to understand APIs and explain root causes to both engineers and customers.
  • Ability to use AI effectively and operate in an AI-native workflow.
  • Strong communication skills for customer calls, RCA reports, QBR materials, and concise internal updates.
  • Comfort owning a large B2B portfolio end-to-end, from ticket resolution through business reviews.
  • Commercial awareness, including understanding ACV, utilization, expansion signals, and renewal risk.
  • Experience in enterprise SaaS or high-volume support environments preferred.
  • Experience spanning both support and success motions is highly valued.
  • Comfort working in an ambiguous, evolving operating model and helping shape new processes.

Interested in this position?

Apply directly on the company website

Apply Now

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