AI Outcomes Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Take ownership of a portfolio consisting of enterprise and growth accounts with clear accountability.

• Oversee customer relationships throughout the entire process from implementation and go-live to adoption, renewal health, and expansion.

• Act as the sole point of trust for the customer, ensuring accountability for all outcomes.

• Define implementation scope, success criteria, and customer value prior to kickoff.

• Confirm what was sold is feasible, address any gaps, and obtain necessary sign-offs.

• Manage go/no-go launch readiness and highlight any risks involved.

• Address support tickets within SLA, reviewing and customizing AI-generated drafts as needed.

• Validate AI classifications and severity levels, contributing to model training efforts.

• Manage tickets through to resolution, deciding between workarounds and code fixes, and directing issues to engineering teams.

• Monitor usage trends and AI anomaly signals, proactively reach out to customers, and address adoption gaps.

• Conduct enablement sessions and translate usage metrics into business value.

• Integrate customer roadmaps into business review processes.

• Build and maintain multi-threaded relationships, engaging with executive sponsors.

• Conduct renewal reviews prior to expiry and identify opportunities for expansion for the Sales team.

⛳️ Requirements

• Technically savvy and proficient in AI; comfortable with APIs, troubleshooting issues, and articulating root causes to both engineers and customers.

• Capable of managing a sizable B2B portfolio from end-to-end, encompassing ticket resolution and business reviews.

• Strong communication skills for customer calls and adept at writing RCA reports and QBR materials clearly.

• AI-native; views AI as a fundamental operating layer, actively participates in model training, and measures personal impact.

• Commercially aware of ACV, utilization, expansion indicators, and confidence in usage-to-renewal transitions.

• Comfortable navigating ambiguity and shaping a new operational framework.

• In-depth expertise in at least one domain, with the capability to cross-train and provide guidance.

• A minimum of a B.Tech or equivalent bachelor's degree in engineering/technology, or a postgraduate management degree (MBA or equivalent).

• At least 3 years of experience in customer-facing technical positions such as support engineering, solutions engineering, CSM, or TAM.

• Practical experience with at least one of the following: ticketing systems, CRM, workflow automation, analytics platforms, or developer tools.

• Background in fintech, enterprise SaaS, or high-volume support environments is preferred.

• Experience in both support and success motions is highly valued.

🏝️ Benefits

• Comprehensive benefits package including health, dental, and retirement plans.

• Opportunities for professional development and training.

• Flexible working hours and remote work options available.

• A collaborative and inclusive work environment.

• Competitive salary with performance-based incentives.