Customer Success Manager
KaseyaEnterprise Software company
Orlando, United StatesMid
Insight Partners
TPG
Temasek
Sixth Street Partners
Ireland Strategic Investment Fund
Sales & Account ManagementNew
About the role
TL;DR
Serve as a strategic advisor for valuable partners, driving proactive, high-touch support.
- •As 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.
- •Key Responsibilities Manage a portfolio of Elite partners as the primary point of contact for service-related engagement.
- •Monitor and analyze key support metrics including CSAT, CES, MTTR, backlog health, escalation trends, and overall service performance.
- •Conduct Quarterly Business Reviews (QBRs) focused on support performance, trends, root cause analysis, and actionable recommendations.
- •Coordinate and manage high-priority escalations to ensure timely resolution and effective communication.
- •Drive proactive customer engagement initiatives to improve long-term customer success and stability.
- •Requirements 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.
- •Strong background in SaaS, IT services, enterprise software, or cybersecurity environments.
- •Experience analyzing support KPIs and operational performance metrics.
Required skills
Customer SuccessJiraConfluenceExcelPowerPoint
Nice-to-have skills
CRM
Domain expertise
cybersecuritydeveloper-tools
Tech stack
JiraConfluenceExcelPowerPoint