AI Outcomes Manager

Role overview Unified post-sales ownership role that merges customer success and customer support into a single, AI-native operating model. The holder of this role runs a portfolio of enterprise and growth accounts end-to-end, replacing traditional handoffs with one accountable owner for adoption, renewals, expansion, and issue resolution. AI agents handle first-line triage, classification, routing, and deflection, while the role focuses on complex judgment, enablement, and measurable customer outcomes.

Responsibilities - Own a book of enterprise and growth accounts through implementation, go-live, adoption, renewal health, and expansion - Serve as the single point of trust across the full customer lifecycle, including escalations and root-cause analysis - Validate scope, success criteria, and readiness; hold the line on go/no-go decisions before launch - Review and personalize AI-drafted responses, correct AI classifications, and route tickets to engineering while remaining accountable for resolution - Track usage signals, run enablement sessions, close adoption gaps, and translate activity into business value such as time saved, cost avoided, and deflection rates - Run renewal reviews ahead of expiry, source expansion opportunities, and maintain multi-threaded executive relationships

Requirements - Bachelor's degree in engineering or technology, or a postgraduate management degree (MBA or equivalent) - Three or more years in customer-facing technical roles such as support engineering, solutions engineering, CSM, or TAM - Hands-on experience with ticketing systems, CRM, workflow automation, analytics platforms, or developer tools - Strong written and verbal communication, including confident customer calls, root-cause reports, and quarterly business reviews - Commercially aware, with the ability to read ACV, track utilization, and connect usage to renewal confidence - Comfortable with ambiguity and motivated to help shape a new operating model rather than follow a fixed playbook

Nice to have - Background in fintech, enterprise SaaS, or high-volume support environments - Depth in at least one product or industry domain, with the ability to cross-train and advise across others - Prior experience covering both support and success motions

Benefits and work setup - The source describes an AI-native operating model where an internal AI agent handles routine triage, classification, routing, and deflection, freeing the role to focus on complex judgment and strategic enablement - A portfolio-based structure that protects depth over volume, with a single owner accountable across the customer lifecycle