Manager, Customer Support & Services Strategy
Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseya’s best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.
Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya’s culture, please click here: Kaseya Culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers.
We are seeking a high-impact Manager of Customer Support and Services Strategy to lead data-driven initiatives across our global Support, Professional Services, and Partner Success organizations. This individual will be responsible for surfacing actionable insights, influencing strategic decisions, and driving cross-functional execution that enhances customer experience and operational efficiency.
This is a highly visible role that partners with executive stakeholders to translate data into strategy and strategy into measurable results.
Key Responsibilities:
- Insight Generation & Analysis
- Analyze key metrics across Support and Services (e.g., CSAT, backlog, time to resolution, utilization, implementation success rates).
- Develop and maintain dashboards, executive reports, and ad hoc analyses that uncover trends, root causes, and opportunities for improvement.
- Assist in refining health scores to predict churn risk, drive renewals, and assess implementation quality.
- Strategic Planning & Execution
- Partner with leadership to define quarterly priorities and long-term strategic initiatives.
- Translate insights into business cases and drive execution in partnership with PMO, department leads, and cross-functional teams.
- Track performance of strategic initiatives and ensure alignment with KPIs.
- Operational Excellence
- Support forecasting, resource planning, and prioritization efforts across CSS functions.
- Help define and refine KPIs to assess support/service effectiveness and customer outcomes.
- Work closely with Product teams to leverage telemetry data and feedback loops to improve implementation and support delivery.
- Stakeholder Collaboration
- Act as a thought partner to VP-level leaders across Support, Professional Services, and Customer Success.
- Present findings and recommendations in a compelling, executive-ready manner.
- Collaborate with Finance, Product, Sales, and Customer Operations teams to align on goals and initiatives.
Qualifications:
- 5+ years of experience in a strategic or analytical role in a software/SaaS environment (e.g., Strategy & Operations, Customer Experience, Management Consulting).
- Strong business acumen with demonstrated success driving initiatives across support, services, or partner/customer success teams.
- Proficiency in data analytics tools (e.g., Power BI, Tableau) and experience working with SQL or data lakes a plus.
- Excellent executive communication and presentation skills.
- Proven ability to translate complex data into actionable insights and influence cross-functional stakeholders.
- Strong project management skills with ability to drive outcomes in a fast-paced environment.
Preferred Experience:
- Experience creating and managing health scores for renewals, onboarding, or partner success.
- Familiarity with support systems (e.g., Zendesk, Salesforce Service Cloud), PSA tools, or onboarding platforms.
- Prior experience leading strategic initiatives that improved service delivery or customer satisfaction.
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.
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Kaseya, headquartered in Miami, Florida, and established in 2000, is an IT infrastructure management software company. Their platform allows managed service providers and internal IT departments to remotely manage and monitor computers.
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