Customer Outcomes Manager
On-siteLjubljana, Ljubljana, Slovenia
Job Summary
Manage the end-to-end ticket lifecycle for a B2B portfolio, leveraging Computer to draft responses, retrieve knowledge, and personalize resolutions while you review and execute. Drive adoption and value delivery by building onboarding plans, tracking usage anomalies, running enablement sessions, and quantifying outcomes like time saved and deflection achieved. Maintain account health through regular cadences with executive sponsors, conducting renewal reviews and identifying expansion opportunities. Translate product usage into business value for QBRs and feed recurring friction patterns back to Product to shape the roadmap.
Required Qualifications
- 3+ years in customer-facing technical roles (support engineering, solutions engineering, CSM, or technical account management)
- Hands-on with at least one of: ticketing systems, CRM, workflow automation, analytics platforms, or developer tools
- Background in enterprise SaaS, or high-volume support environments preferred
- Experience across both support and success motions is highly valued
Desired Qualifications
- Technically oriented and AI-capable - able to use AI to work effectively; understands APIs, and explains root causes to both engineers and customers
- Account ownership, comfortable owning a large B2B portfolio end-to-end, from ticket resolution through business reviews
- Communication, runs customer calls confidently, writes clear RCA reports and QBR materials, and gives concise internal updates
- AI-native workflow, embraces Computer as the operating layer; actively trains the model and measures leverage through automation
- Commercial awareness, understands ACV, tracks utilization, spots expansion signals, connects usage to renewal confidence
- Ambiguity tolerance, this is a new operating model; you'll help shape it, not just follow playbooks
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