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Elite Support Jobs (NOW HIRING)

Kaseya Careers

Customer Success Manager

Orlando, FL

Position Summary 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 ...

Kaseya

Customer Success Manager

Orlando, FL · On-site

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 ...

Kaseya Careers

Customer Success Manager

Orlando, FL · On-site

Position Summary 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 ...

Zocks

$105K - $120K/yr

A hyper-index on service and user experience -- the attitude that every user gets the most elite Support experience in the industry. * Willingness to be in our Denver office a minimum of 3 days per ...

New

Zocks

Manager, Support

Denver, CO · Hybrid

$105K - $120K/yr

A hyper-index on service and user experience - the attitude that every user gets the most elite Support experience in the industry * Willingness to be in our Denver office a minimum of 3 days per ...

Zocks

Manager, Support

Denver, CO · On-site

$105K - $120K/yr

A hyper-index on service and user experience -- the attitude that every user gets the most elite Support experience in the industry. * Willingness to be in our Denver office a minimum of 3 days per ...

Kaseya Careers

Customer Success Manager

Orlando, FL · On-site

Position Summary 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 ...

tntx

SERVICE - SERVICE ADVISOR

Tyler, TX · On-site

Ensure communication is aligned with Elite Support standards. * Completes transaction by obtaining payment when repairs have been completed. * Other duties may be assigned as listed job duties are ...

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As of Sep 13, 2026, the average hourly pay for elite support in the United States is $18.59, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $20.43 per hour, depending on experience, location, and employer.

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Infographic showing various Elite Support job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 73% Full Time, 21% Part Time, and 5% Contract. Highlights an 88% Physical, 2% Hybrid, and 10% Remote job distribution, with an average salary of $38,671 per year, or $18.6 per hour.

Customer Success Manager

Orlando, FL

Kaseya Careers
See more jobs at Kaseya Careersexternal

Full-time

Re-posted 20 days ago

Job description

Position Summary

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 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.

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