Strategic Customer Success Manager — Elite Support

Kaseya; Orlando (FL); On-site; USD 70,000 - 120,000; Full time

Job summary

Kaseya, a leading AI-powered IT management and cybersecurity software company, seeks a Customer Success Manager in Orlando to drive proactive, high-touch support for Elite partners. This role focuses on service performance management, escalation coordination, and continuous improvement initiatives to strengthen long-term customer health.

You will work cross-functionally with Support, Product, Engineering, and Customer Success teams to identify trends, reduce recurring issues, improve service

Qualifications

• 3+ years in Technical Support, Customer Success, or related roles.
• Experience managing enterprise or high-value customer relationships.
• Experience working cross-functionally with Support, Product, Engineering, and Operations teams.

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.

Skills

Customer relationship management

Cross-functional collaboration

SaaS / IT services

Data-driven decision making

Education

Bachelor’s degree or equivalent

Tools

CRM systems

Job description

Kaseya, a leading AI-powered IT management and cybersecurity software company, seeks a Customer Success Manager in Orlando to drive proactive, high-touch support for Elite partners. This role focuses on service performance management, escalation coordination, and continuous improvement initiatives to strengthen long-term customer health.

You will work cross-functionally with Support, Product, Engineering, and Customer Success teams to identify trends, reduce recurring issues, improve service