Customer Outcomes Manager

TL;DR

Customer Outcomes Manager: Own end-to-end post-sales outcomes across a B2B portfolio, combining ticket lifecycle management with adoption and renewal execution with an accent on AI-assisted triage, value delivery, and measurable customer impact. Focus on driving go-live to activation, turning usage signals into proactive outreach, and running renewal reviews with clear RCA/QBR communication.

Location: Ljubljana, Slovenia

Company

hirify.global builds an AI teammate platform (“Computer”) that unifies data and workflows into AI-ready capabilities for human-AI collaboration.

What you will do

• Manage the full ticket lifecycle with AI assistance: respond, review Computer-drafted resolutions, and use knowledge retrieval and similar-ticket lookup.
• Drive customer adoption from go-live to full activation by building onboarding/enablement plans and setting value milestones.
• Monitor usage trends and anomaly signals to flag adoption drops early and initiate proactive outreach.
• Ensure purchased products are actively used by comparing entitlements vs. actual usage, closing adoption gaps, and surfacing underused capabilities.
• Maintain account success plans and translate product usage into business outcomes (e.g., time saved, cost avoided, deflection achieved) for reviews.
• Run account health reporting, QBR materials, renewal reviews, and feed recurring friction patterns back to Product.

Requirements

• 3+ years in customer-facing technical roles (support engineering, solutions engineering, CSM, or technical account management).
• Hands-on experience with at least one of: ticketing systems, CRM, workflow automation, analytics platforms, or developer tools.
• Technically oriented and AI-capable: able to use AI effectively and explain root causes to both engineers and customers.
• Comfort owning a large B2B portfolio end-to-end, from ticket resolution through business reviews.
• Strong communication skills: run customer calls confidently and write clear RCA reports and QBR materials.
• Background in enterprise SaaS or high-volume support environments preferred; experience across both support and success motions valued.

Culture & Benefits

• Unified post-sales model that merges support and success into one customer lifecycle ownership.
• AI agent (“Computer”) handles first-line triage, classification, routing, knowledge retrieval, and deflection to scale impact.
• Measured effectiveness includes leverage through automation, not only direct work output.
• Emphasis on ambiguity tolerance and shaping a new operating model for customer experience delivery.
• Equal opportunity employer.