Analysis Skills, Artificial Intelligence (AI), Best Practices, Channel Support, Communication Skills, Continuous Improvement, Cross-Functional, Customer Escalations, Customer Experience, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Satisfaction, Customer Support/Service, Customer/Client Research, Documentation, Enterprise Applications, Healthcare, ITIL (IT Infrastructure Library), Information Technology & Information Systems, Internet Security, Management of Information Systems/Technology (MIS), Metrics, Operational Improvement, Operational Support, Operations Processes, Performance Management, Performance Metrics, Problem Solving Skills, Process Improvement, Product Engineering, Product Support, Quality Management, Relationship Management, Risk Analysis, Root Cause Analysis, Sales Management, Service Delivery, Software as a Service (SaaS), Technical Leadership, Technical Support, Time Management, Trend Analysis
About Kaseya
Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.
Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.
Founded in 2000, Kaseya has built a culture centered around innovation, accountability, and results. We are a high-growth, high-performance organization that values individuals who are driven, adaptable, and committed to delivering exceptional outcomes for our customers and teammates alike.
At Kaseya, success comes from embracing challenges, moving with urgency, and continuously raising the bar.
Position Summary
As a Service Manager within Kaseya's Elite Support organization, you will serve as a strategic advisor for our most valuable partners, helping drive a proactive, high-touch support experience. This role focuses on operational excellence, service performance management, escalation coordination, and continuous improvement initiatives designed to strengthen long-term customer health and satisfaction.
You will work cross-functionally with Support, Product, Engineering, and Customer Success teams to identify trends, reduce recurring issues, improve service delivery, and enhance the overall customer experience. This is a proactive service management role focused on relationship management, analytics, and strategic engagement - not reactive ticket handling.
Key Responsibilities
- Manage a portfolio of Elite partners as the primary point of contact for service-related engagement.
- Build and maintain strong relationships with customer stakeholders and internal cross-functional teams.
- Monitor and analyze key support metrics including CSAT, CES, MTTR, backlog health, escalation trends, and overall service performance.
- Identify operational risks, recurring issues, and opportunities for continuous service improvement.
- Conduct Quarterly Business Reviews (QBRs) focused on support performance, trends, root cause analysis, and actionable recommendations.
- Translate technical support data into clear business insights and customer-facing recommendations.
- Coordinate and manage high-priority escalations to ensure timely resolution and effective communication.
- Partner with Support, Product, and Engineering teams to address systemic issues and improve service quality.
- Advocate for customers while aligning with internal operational processes and support standards.
- Recommend improvements related to product configuration, support workflows, best practices, and customer enablement.
- Contribute to the ongoing development of Elite Support processes, playbooks, and operational standards.
- Drive proactive customer engagement initiatives to improve long-term customer success and stability.
- Maintain accurate documentation, reporting, and communication regarding customer health and service trends.
- Achieve internal KPIs related to customer satisfaction, escalation reduction, service improvement, and partner engagement.
- Perform additional duties and responsibilities as assigned.
Required Qualifications
- 3+ years of experience in Technical Support, Customer Success, Technical Account Management, Service Delivery, or similar customer-facing roles.
- Experience managing enterprise or high-value customer relationships.
- Experience working cross-functionally with Support, Product, Engineering, and Operations teams.
- Strong background in SaaS, IT services, enterprise software, or cybersecurity environments.
- Experience analyzing support KPIs and operational performance metrics.
Preferred Qualifications
- Experience within MSP, IT management, cybersecurity, or SaaS industries.
- Familiarity with support platforms, CRM systems, and reporting tools.
- Experience conducting Executive Business Reviews (EBRs) or Quarterly Business Reviews (QBRs).
- ITIL, Customer Success, or Service Management certifications preferred.
- Bachelor's degree or equivalent professional experience.
- Experience driving operational process improvement and enterprise escalation management initiatives.
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.