Associate Customer Success Manager - Technical

o9 Solutions; Bengaluru; On-site; INR 3,000,000 - 4,200,000; Full time

Job summary

o9 Solutions in Bengaluru is seeking a Client Success Associate Manager to oversee post-go-live customer success, SLAs, and governance for strategic enterprise clients. You will mentor a team of Application Support Consultants and drive cross-functional collaboration to ensure platform stability and high customer satisfaction.

The role emphasizes ownership of incident management, RCA coordination, and effective stakeholder communication with product and engineering teams.

Qualifications

• 7+ years of experience in Technical Account Management, Enterprise Application Support, or Support Operations.
• Mandatory background in a Product SaaS organization.
• Strict location requirement: based in Bangalore; no relocation or remote work from outside Bangalore.
• Solid understanding of SLA metrics (MTTA/MTTR) and ITIL processes.

Responsibilities

• Own post-go-live customer success and act as the primary operational contact for client stakeholders.
• Own customer SLA adherence, monitor MTTA and MTTR, and drive improvements.
• Conduct regular operational reviews, manage ticket backlogs, and mitigate risks to platform stability.
• Lead and mentor Application Support Consultants; manage workloads and escalation paths.
• Collaborate with Product Management, Engineering, and Cloud Operations for upgrades and maintenance.
• Monitor incidents to resolution and ensure RCA reports are delivered with preventive actions.
• Maintain SOPs and runbooks for L1/L2 teams to speed up resolutions.
• Provide guidance on data flows, API integrations, and batch processes.

Skills

SLA metrics

ITIL framework

Ticketing tools

SQL basics

Leadership

Customer relations

Tools

ServiceNow

Jira

Zendesk

Job description

Transforming the Future of Enterprise Planning At o9, our mission is to be the Most Value-Creating Platform for enterprises by transforming decision-making through our AI-first approach. By integrating siloed planning capabilities and capturing millions—even billions—in value leakage, we help businesses plan smarter and faster. This not only enhances operational efficiency but also reduces waste, leading to better outcomes for both businesses and the planet. Global leaders like Google, PepsiCo, Walmart, T-Mobile, AB InBev, and Starbucks trust o9 to optimize their supply chains.

Job Title - Client Success, Associate Manager

In this role, you will own the operational health, account governance, and post-go-live success of strategic enterprise customers. Functioning as a Customer Success Manager, your primary focus is ensuring your team remains highly operational, account metrics stay healthy, and customer issues are driven to timely resolution. You will serve as the operational anchor. You will track ticket health, ensure process adherence, mentor support consultants, and manage relationships with client stakeholders to deliver world-class support operations, while being capable of providing functional and technical leadership to team members.

What you'll do for us

Operational Governance & SLA Ownership

• Operational Health: Own post-go-live customer success and act as the primary operational point of contact for client stakeholders.
• SLA Ownership: Take direct accountability for customer SLA adherence, closely tracking and optimizing MTTA (Mean Time to Acknowledge) and MTTR (Mean Time to Resolve).
• Reviews & Backlogs: Conduct regular operational reviews with customers, manage overall ticket backlogs, and proactively mitigate risks to platform stability.

Team Leadership & Cross-functional Alignment

• Team Management: Lead and mentor a team of Application Support Consultants, managing daily workload distribution and escalation flows.
• Coaching: Coach team members on effective customer communication, structured problem-solving, and operational discipline.
• Collaboration: Partner cross-functional with Product Management, Engineering, and Cloud Operations to track platform upgrades, patches, or standard maintenance activities.

Incident Tracking & Process Review

• Incident Tracking: Monitor critical customer issues through to resolution, ensuring internal engineering and product teams stay aligned on operational impact without needing to directly run or orchestrate triage bridge calls.
• RCA Governance: Review and coordinate the delivery of Root Cause Analysis (RCA) reports to clients, ensuring clear documentation of long-term preventive actions.
• Process Standards: Align support workflows with core o9 processes to maintain a highly predictable support environment.
• Knowledge Base Management: Oversee the continuous update of Standard Operating Procedures (SOPs) and internal runbooks for L1/L2 teams to optimize resolution speed.

Technical Oversight & Context

• Maintain a high-level conceptual understanding of the account's data flows, including API integrations, EDI transactions, and inbound/outbound feeds to effectively evaluate escalations.
• Understand the performance and schedule of automated batch processes to help differentiate solution defects from integration environment issues.
• Provide functional guidance to the team using your working knowledge of database environments and ticketing platforms (Salesforce, ServiceNow, Jira, Zendesk).

Required Qualifications

• 7+ years of experience in Technical Account Management (TAM), Enterprise Application Support, or Support Operations.
• Mandatory Background: Proven experience working within a Product SaaS organization.
• Strict Location Requirement: Must be currently based in Bangalore.
• This role does not offer relocation support or permanent remote work from outside Bangalore.
• Operational & Process Skills: Solid understanding of SLA metrics (MTTA/MTTR) and high familiarity with ITIL frameworks (Incident, Problem, and Change Management).
• Technical Baseline Hands-on history using enterprise ticketing tools (e.g., ServiceNow, Jira, Zendesk).
• Familiarity with SQL/PL-SQL syntax to understand data loads and validation when issues are escalated.
• Conceptual awareness of batch scheduling systems (e.g., Control-M) and system integration architectures.
• Operational Flexibility: Willingness to support customers outside regular business hours via an on-call roster or weekend coverage rotation if required to maintain global account stability.
• Excellent customer relationship management, stakeholder communication, and organizational leadership skills.

At o9, transparency and open communication are at the core of our culture. Collaboration thrives across all levels, hierarchy, distance, or function never limit innovation or teamwork. Beyond work, we encourage volunteering opportunities, social impact initiatives, and diverse cultural celebrations. With a $3.7 billion valuation and a global presence across Dallas, Amsterdam, Barcelona, Madrid, London, Paris, Tokyo, Seoul, and Munich, o9 is among the fastest-growing technology companies in the world. Through our aim10x vision, we are committed to AI-powered management, driving 10x improvements in enterprise decision-making. Our Enterprise Knowledge Graph enables businesses to anticipate risks, adapt to market shifts, and gain real-time visibility. By automating millions of decisions and reducing manual interventions by up to 90%, we empower enterprises to drive profitable growth, reduce inefficiencies, and create lasting value. o9 is an equal-opportunity employer that values diversity and inclusion. We welcome applicants from all backgrounds, ensuring a fair and unbiased hiring process. Join us as we continue our growth journey! We have a vision. Our Digital Brain, o9's AI-powered platform, is being used by global enterprises to drive their digital transformations. The integrated planning and operational efficiencies we provide is helping businesses do more, be more and mean more to the world at large. Because businesses that plan better, reduce waste, creating value for themselves and the planet. But we also have a vision for our people. We want the most talented, committed and driven people to power our transformative approach. As an individual and in a team, your actions reflect our values. In return, we'll provide a nurturing environment where you can be a part of something special.