Customer Success Manager
Orlando, FL · On-site
... business success. Founded in 2000, Kaseya has built a culture centered around innovation ... Contribute to the ongoing development of Elite Support processes, playbooks, and operational ...
New
1 Kaseya Business Development Representative Jobs Hiring Near You
Customer Success Manager
Orlando, FL · On-site
... business success. Founded in 2000, Kaseya has built a culture centered around innovation ... Contribute to the ongoing development of Elite Support processes, playbooks, and operational ...
New
Kaseya Jobs Information
What is it like to work at Kaseya?
Kaseya is a technology company that values innovation, collaboration, and customer satisfaction, fostering a dynamic and supportive work environment. The company's structure is organized into various teams, including product development, sales, and customer success, allowing employees to work closely with colleagues from diverse backgrounds and expertise. Working at Kaseya may appeal to individuals who are passionate about technology and customer-centric solutions, as the company offers opportunities for professional growth and development in a rapidly evolving industry.
What makes Kaseya an attractive place to work?
Kaseya is a leading provider of IT management software solutions, serving a global customer base and positioning itself at the forefront of the industry's technological advancements. The company fosters a dynamic work environment that encourages collaboration, innovation, and continuous learning, with a focus on delivering exceptional customer experiences and driving business growth. Joining Kaseya offers professionals opportunities to contribute to the development of cutting-edge solutions, advance their skills, and be part of a team that is shaping the future of IT management.
Do workers at Kaseya get paid breaks?
Sometimes. Only some people get paid breaks.
50% of people say they don’t get paid breaks.
Based on data from 8 people who took the Breakroom Quiz between December 2024 and January 2026.
50% of people say they don’t get paid breaks.
Based on data from 8 people who took the Breakroom Quiz between December 2024 and January 2026.
Does Kaseya pay people when they’re sick?
Yes. Most people get paid when they’re sick.
86% of people say they would get paid if they were sick but scheduled to work.
Based on data from 22 people who took the Breakroom Quiz between December 2024 and March 2026.
86% of people say they would get paid if they were sick but scheduled to work.
Based on data from 22 people who took the Breakroom Quiz between December 2024 and March 2026.
At Kaseya, are sick days and vacation days separate paid time off?
Sick days and vacation days are used from the same paid time off.
100% of people say they have to use vacation days when they’re out sick.
Based on data from 10 people who took the Breakroom Quiz between June 2025 and March 2026.
100% of people say they have to use vacation days when they’re out sick.
Based on data from 10 people who took the Breakroom Quiz between June 2025 and March 2026.
Is the health insurance from Kaseya affordable enough for their workers?
Most people say the health insurance costs are okay.
82% of people say the health insurance costs are okay
Based on data from 11 people who took the Breakroom Quiz between April 2025 and March 2026.
82% of people say the health insurance costs are okay
Based on data from 11 people who took the Breakroom Quiz between April 2025 and March 2026.
Do people get paid time off at Kaseya?
Most people get paid time off work.
100% of people say they get paid time off.
Based on data from 10 people who took the Breakroom Quiz between June 2025 and March 2026.
100% of people say they get paid time off.
Based on data from 10 people who took the Breakroom Quiz between June 2025 and March 2026.
Do workers at Kaseya worry about hours?
Most people don’t worry about getting enough hours.
100% of people report they don’t worry about getting enough hours.
Based on data from 9 people who took the Breakroom Quiz between December 2024 and June 2025.
100% of people report they don’t worry about getting enough hours.
Based on data from 9 people who took the Breakroom Quiz between December 2024 and June 2025.
Do Kaseya workers get to choose the shifts they work?
Some people don’t get to choose which shifts they work.
56% report that they don’t have enough control over which shifts they work.
Based on data from 9 people who took the Breakroom Quiz between December 2024 and April 2025.
56% report that they don’t have enough control over which shifts they work.
Based on data from 9 people who took the Breakroom Quiz between December 2024 and April 2025.
How easy is it to get time off at Kaseya?
Most people find it easy to get time off.
67% of people report it’s easy to get time off.
Based on data from 21 people who took the Breakroom Quiz between December 2024 and March 2026.
67% of people report it’s easy to get time off.
Based on data from 21 people who took the Breakroom Quiz between December 2024 and March 2026.
Do Kaseya managers change schedules at the last minute?
Most managers don’t change people’s schedules at the last minute.
100% of people say their manager doesn’t change their shift schedule at the last minute.
Based on data from 10 people who took the Breakroom Quiz between December 2024 and June 2025.
100% of people say their manager doesn’t change their shift schedule at the last minute.
Based on data from 10 people who took the Breakroom Quiz between December 2024 and June 2025.
Do jobs at Kaseya spill into time workers aren’t paid for?
Rarely. The job doesn't usually spill into unpaid time.
11% of people report that their job takes up time that they don’t get paid for.
Based on data from 9 people who took the Breakroom Quiz between December 2024 and June 2025.
11% of people report that their job takes up time that they don’t get paid for.
Based on data from 9 people who took the Breakroom Quiz between December 2024 and June 2025.
How easy is it to take sick days at Kaseya?
Most people find it easy to take sick days.
77% of people report that it’s easy to take time off if they are sick.
Based on data from 22 people who took the Breakroom Quiz between December 2024 and March 2026.
77% of people report that it’s easy to take time off if they are sick.
Based on data from 22 people who took the Breakroom Quiz between December 2024 and March 2026.
Do people at Kaseya feel treated with respect by their managers?
Most people feel treated with respect by their managers.
80% of people say they’re treated with respect by their managers.
Based on data from 20 people who took the Breakroom Quiz between December 2024 and March 2026.
80% of people say they’re treated with respect by their managers.
Based on data from 20 people who took the Breakroom Quiz between December 2024 and March 2026.
Do people at Kaseya get to take their breaks without interruption?
Most people get breaks without interruption.
80% of people report that they get to take their breaks without interruption.
Based on data from 20 people who took the Breakroom Quiz between December 2024 and March 2026.
80% of people report that they get to take their breaks without interruption.
Based on data from 20 people who took the Breakroom Quiz between December 2024 and March 2026.
Is it stressful to work at Kaseya?
Most people feel stressed out here.
82% of people say they often feel stressed out at work.
Based on data from 22 people who took the Breakroom Quiz between December 2024 and March 2026.
82% of people say they often feel stressed out at work.
Based on data from 22 people who took the Breakroom Quiz between December 2024 and March 2026.
Do people at Kaseya enjoy their jobs?
Only some people enjoy their job.
37% of people report they don’t enjoy their job.
Based on data from 19 people who took the Breakroom Quiz between December 2024 and March 2026.
37% of people report they don’t enjoy their job.
Based on data from 19 people who took the Breakroom Quiz between December 2024 and March 2026.
Do people at Kaseya recommend working with their team?
Only some people recommend working with their team.
58% of people report that they wouldn’t recommend working with their immediate team to a friend.
Based on data from 24 people who took the Breakroom Quiz between December 2024 and March 2026.
58% of people report that they wouldn’t recommend working with their immediate team to a friend.
Based on data from 24 people who took the Breakroom Quiz between December 2024 and March 2026.
Do people get enough training when they start at Kaseya?
Some people didn’t get enough training when they started.
38% of people report they didn’t get enough training when they started working here.
Based on data from 21 people who took the Breakroom Quiz between December 2024 and March 2026.
38% of people report they didn’t get enough training when they started working here.
Based on data from 21 people who took the Breakroom Quiz between December 2024 and March 2026.
Do people get support to advance at Kaseya?
Only some people are given support to advance their career here.
In the last year, 36% of people report not being given support to advance their career here.
Based on data from 22 people who took the Breakroom Quiz between December 2024 and March 2026.
In the last year, 36% of people report not being given support to advance their career here.
Based on data from 22 people who took the Breakroom Quiz between December 2024 and March 2026.
Do people think Kaseya’s headquarters understands what’s happening where they work?
Most people think headquarters doesn’t understand what’s happening where they work.
82% of people think that this employer’s headquarters or owners don’t have a good understanding of what’s really happening where they work.
Based on data from 22 people who took the Breakroom Quiz between December 2024 and March 2026.
82% of people think that this employer’s headquarters or owners don’t have a good understanding of what’s really happening where they work.
Based on data from 22 people who took the Breakroom Quiz between December 2024 and March 2026.
Do workers feel well informed about how Kaseya is doing?
Most people feel well informed about how the company is doing.
67% of people feel that they are kept well informed about how the company is doing as a whole.
Based on data from 18 people who took the Breakroom Quiz between December 2024 and March 2026.
67% of people feel that they are kept well informed about how the company is doing as a whole.
Based on data from 18 people who took the Breakroom Quiz between December 2024 and March 2026.
What other companies are hiring for Business Development Representative jobs?
What are the most popular jobs at Kaseya?
Kaseya rating
7.4
Based on 24 frontline employees who took The Breakroom Quiz
169th of 244 rated software companies
Job description
Customer Success Manager
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.
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.
Position SummaryAs 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.
- 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.
- 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.
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.
About Kaseya
Sourced by ZipRecruiter
Industry
Software development
Company size
5,001 - 10,000 Employees
Headquarters location
Miami, FL, US
Year founded
2000