Akhilesh Subramanian

Own product across the SuperOps platform for the broader IT & MSP operations market: ticketing, projects, contracts, invoicing, AI Marketplace, AI Agents, and a new platform line. 1,200+ customers. Lead 3 PMs.

• Conceived and led the AI-Native Service Desk, the category's first where AI plans resolutions from unified platform context (endpoint + client + ticketing). Defined the what and why; partnered with engineering to ship.
• Drove 51% adoption, 29% faster resolution, and a 53% retention lift, recovering ~$25K/technician/year of leaked billable time across 1,200+ MSPs. Built the Langfuse measurement layer; gated every release on a metric, not a date.
• Made AI-native ticketing structurally part of platform pricing: switching away breaks the workflow itself, locking in switching cost and recurring revenue. Adopted as the 2026 ARR-expansion lever presented to investors.
• Lead and mentor 3 Product Managers: performance management, competency ladders, hiring, and a stronger discovery culture.
• Leading the investment thesis for SuperOps' next platform line (in flight, 2026): AI-native IT operations for the mid-market. Analyst and expert research (Gartner, research network), competitive intelligence across ~12 platforms, and a 300-respondent primary discovery program.

PSA platform direction, AI Marketplace, AI Agents: translating LLMs and agentic AI into shipped product and a differentiated platform thesis.

• Spearheaded the Strategic Pivot of 2024: 30% ARPA increase, 2.5× conversion, doubled ticketing + invoicing volumes, earning the "Scaler" position in the Canalys RMM & PSA Leadership Matrix.
• Launched the Agentic AI Marketplace, partnering with AWS: a three-sided bet (marketplace + AI community + system-of-record platform) making SuperOps the place MSP agents get built, distributed, and monetised.
• Turned AI adoption data into the next bet: segment analytics surfaced where AI was landing and where it wasn't, justifying the AI-Native Service Desk initiative.
• Authored a dynamic strategic-thinking methodology (outside-in + dynamic SWOT + adapted-RICE sizing + Now/Next/Later), written during the Warwick PGDM; applied across the 2024 pivot and 2025 strategy.
• Defined and validated the ICP for the 3–25-technician segment; rewired onboarding and the sales motion for mid-market right-to-win.
• Launched Contracts 2.0 on the thesis "every contract event drives a revenue event": 20% YoY invoicing adoption; $100K–$200K EBITDA visibility per customer.

Core SuperOps PSA platform; built the product operating model and shipped the first AI products in the category.

• Scaled SuperOps PSA from $0 → $1M ARR, then doubled revenue growth in one-third of the time via automation across service desk, billing, and onboarding journeys.
• Launched Monica AI, the category's first RAG product: chose custom RAG for explainability (every recommendation cites verifiable source tickets). 84% adoption in 10+ technician MSPs (vs. <10% norm); 20+ hrs and ~$630 saved/technician/month.
• Led product due diligence on a build-vs-buy decision: when buy failed the economics and build wasn't viable, designed a third path: an embedded partnership (native UX, SSO, two-way data) that shipped the capability without the acquisition.
• Recovered a failed launch through structured analysis: root-caused the Smart Tracker miss, re-sequenced the roadmap to profitability + labor-revenue reports first, and turned the survey into the "State of MSP Efficiency Report."
• Held the line on a chat design aligned to the product vision under competitive pricing pressure: 70% adoption by Jan 2025, 93% in 11+ technician MSPs, 5 hrs saved/technician/month.
• Built the product operating model from scratch: intake, continuous discovery, prioritisation, and execution cadences across 20+ engineers and 2 designers. Reduced churn 50% via a customer-success playbook.

• Joined SuperOps pre-PMF; led MVP validation and beta programs and onboarded the first 25 paying customers, the foundation for the $0 → $1M ARR scale.

• Closed two of the year's largest UK mid-market / enterprise deals; President's Club 2018.
• Led ASEAN expansion as first and sole Solutions Engineer: scaled mid-market/enterprise from $0 to $1M ARR in year one, refining GTM strategy with product.

• Strategic presales across MENA, UK, and US SMB markets; recognised as "Master of Presales" for top-tier pre-sales execution.