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.
- 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.
