{"id":230158,"url":"https://alion.io/job/kaseya-customer-success-manager","title":"Customer Success Manager","company":{"id":2257,"name":"Kaseya","domain":"kaseya.com","url":"https://alion.io/company/kaseya","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":82,"open_postings":18,"ghost_share":0,"stale_share":0.722,"repost_share":0,"time_to_fill_p50_days":29,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Orlando, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":56000,"max_usd":123000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":648},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-05-26T12:54:53Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-26T10:36:44Z","board_verified":true,"closed_at":null,"days_open":153,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":152},"description":"About Kaseya\nKaseya 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.\nBacked 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.\nFounded in 2000, Kaseya was built by builders - and we're still building. We look for people who create rather than wait, who see a hard problem and lean in, and who treat challenges as raw material. At Kaseya, everyone plays a role in shaping the future of IT: whether you're in engineering, product, sales, marketing, customer support, or operations, your work helps protect, defend, and optimize IT environments across the globe.\nWe're building teams that grow, perform, and make an impact. If you're driven by the itch to make things better - a product, a process, a career - you'll fit right in.\nAt Kaseya, we don't just raise the bar. We build it.\nPosition Summary\nAs a Customer Success 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.\nYou 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.\nKey Responsibilities\nManage a portfolio of Elite partners as the primary point of contact for service-related engagement.\nBuild and maintain strong relationships with customer stakeholders and internal cross-functional teams.\nMonitor and analyze key support metrics including CSAT, CES, MTTR, backlog health, escalation trends, and overall service performance.\nIdentify operational risks, recurring issues, and opportunities for continuous service improvement.\nConduct Quarterly Business Reviews (QBRs) focused on support performance, trends, root cause analysis, and actionable recommendations.\nTranslate technical support data into clear business insights and customer-facing recommendations.\nCoordinate and manage high-priority escalations to ensure timely resolution and effective communication.\nPartner with Support, Product, and Engineering teams to address systemic issues and improve service quality.\nAdvocate for customers while aligning with internal operational processes and support standards.\nRecommend improvements related to product configuration, support workflows, best practices, and customer enablement.\nContribute to the ongoing development of Elite Support processes, playbooks, and operational standards.\nDrive proactive customer engagement initiatives to improve long-term customer success and stability.\nMaintain accurate documentation, reporting, and communication regarding customer health and service trends.\nAchieve internal KPIs related to customer satisfaction, escalation reduction, service improvement, and partner engagement.\nPerform additional duties and responsibilities as assigned.\nRequired Qualifications\n3+ years of experience in Technical Support, Customer Success, Technical Account Management, Service Delivery, or similar customer-facing roles.\nExperience managing enterprise or high-value customer relationships.\nExperience working cross-functionally with Support, Product, Engineering, and Operations teams.\nStrong background in SaaS, IT services, enterprise software, or cybersecurity environments.\nExperience analyzing support KPIs and operational performance metrics.\nPreferred Qualifications\nExperience within MSP, IT management, cybersecurity, or SaaS industries.\nFamiliarity with support platforms, CRM systems, and reporting tools.\nExperience conducting Executive Business Reviews (EBRs) or Quarterly Business Reviews (QBRs).\nITIL, Customer Success, or Service Management certifications preferred.\nBachelor’s degree or equivalent professional experience.\nExperience driving operational process improvement and enterprise escalation management initiatives.\nAdditional information\nKaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, 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