Customer Outcomes Manager (COM)

📋 Description

• Manage ticket lifecycle with Computer; resolve at scale.
• Triage tickets; review AI drafts and personalize responses.
• Validate and correct AI classifications; train the model.
• Debug, resolve, or escalate; own the ticket end-to-end.
• Drive adoption: create onboarding plans and value milestones.
• Monitor usage trends; use anomaly signals to trigger proactive outreach.

🎯 Requirements

• 3+ years in customer-facing technical roles (support engineering, solutions engineering, CSM, or TAM).
• Hands-on with ticketing systems, CRM, workflow automation, or analytics tools.
• Background in fintech, enterprise SaaS, or high-volume support.
• Experience across both support and success motions valued.
• Technically oriented with AI mindset; understands APIs and root cause.
• Account ownership mindset; strong communication and stakeholder management.