Elite Support Service Manager - Proactive Customer Partner

Kaseya Careers; Orlando (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

Kaseya is seeking a Service Manager within its Elite Support organization to serve as a strategic advisor for our premier partners, guiding proactive, high-touch support. You will work with Support, Product, Engineering, and Customer Success teams to identify trends, reduce issues, and enhance overall customer health and satisfaction.

This role emphasizes relationship management, analytics, and strategic engagement—driving operational excellence, escalation coordination, and continuous

Qualifications

• 3+ years of experience in Technical Support, Customer Success, Technical Account Management, Service Delivery, or similar 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.

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.

Skills

Technical Support

Customer Success

Technical Account Management

Service Delivery

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Job description

Kaseya is seeking a Service Manager within its Elite Support organization to serve as a strategic advisor for our premier partners, guiding proactive, high-touch support. You will work with Support, Product, Engineering, and Customer Success teams to identify trends, reduce issues, and enhance overall customer health and satisfaction.

This role emphasizes relationship management, analytics, and strategic engagement—driving operational excellence, escalation coordination, and continuous