Hiring: Customer Success Manager Company: Kaseya Location: Orlando, FL Job Posted Time: 2026-09-10 11:56:08 Target Skills & Keywords : Root Cause Analysis, SaaS About the job Experience: •3+ years of experience in Technical Support, Customer Success, Technical Account Management, Service Delivery, or similar customer-facing roles. Required Skills: •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. Qualifications: •Strong background in SaaS, IT services, enterprise software, or cybersecurity environments. •Operational familiarity with support platforms, CRM systems, and reporting tools. •ITIL, Customer Success, or Service Management certifications preferred. •Bachelor’s degree or equivalent professional experience. •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. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!