Kaseya
IT management and cybersecurity software
ServiceManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Service Manager at Kaseya. Skills: Service Management, Customer Relationship Management, Data Analysis. Manage a portfolio of Elite partners. Monitor and analyze key support metrics”
What You'll Achieve.
Strengthen long-term customer health and satisfaction; Improve service delivery; Enhance the overall customer experience; Ensure timely resolution; Improve service quality; Improve long-term customer success and stability; Achieve internal KPIs related to customer satisfaction; Achieve internal KPIs related to escalation reduction; Achieve internal KPIs related to service improvement; Achieve internal KPIs related to partner engagement
Industry & Context.
Root cause analysis; Address systemic issues
What They're Looking For.
Must Have
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, background in SaaS, IT services, enterprise software, or cybersecurity environments, Experience analyzing support KPIs and operational performance metrics
Nice to Have
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
What You'll Do.
Manage a portfolio of Elite partners
Monitor and analyze key support metrics
Identify operational risks and recurring issues
Conduct Quarterly Business Reviews (QBRs)
Translate technical support data into business insights
Coordinate and manage high-priority escalations
Address systemic issues and improve service quality
Advocate for customers
Recommend improvements related to product configuration
Contribute to Elite Support processes
Drive proactive customer engagement initiatives
Maintain accurate documentation and reporting
Achieve internal KPIs
How You'll Work.
Team & Collaboration
Build and maintain relationships with internal cross-functional teams; Work cross-functionally with Support, Product, Engineering, and Customer Success teams; Partner with Support, Product, and Engineering teams
Communication Scope
Effective communication
Full Job Description
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 int
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