Customer Operations and Success Manager

About Kaseya

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.

Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.

Founded in 2000, Kaseya was built by builders - and we're still building. We look for people who create rather than wait, who see a hard problem and lean in, and who treat challenges as raw material. At Kaseya, everyone plays a role in shaping the future of IT: whether you're in engineering, product, sales, marketing, customer support, or operations, your work helps protect, defend, and optimize IT environments across the globe.

We're building teams that grow, perform, and make an impact. If you're driven by the itch to make things better - a product, a process, a career - you'll fit right in.

At Kaseya, we don't just raise the bar. We build it.

What You'll Do

As a Billing Operations Team Lead, you will oversee the day-to-day billing support operation across the EMEA region, leading both internal and outsourced teams while driving service excellence, operational efficiency, and customer satisfaction. You will act as a key liaison between Billing, Collections, Product, IT, and Go-To-Market teams while supporting global stakeholders and ensuring the successful resolution of complex billing-related matters.

Team Leadership & Operational Oversight

• Lead a hybrid operational team consisting of two direct reports and an offshore BPO partner team.
• Establish, monitor, and drive adherence to service level agreements (SLAs), quality standards, and performance metrics.
• Conduct coaching sessions, quality reviews, and calibration exercises to ensure consistent service delivery across all teams.
• Support workforce planning, resource allocation, and capacity management activities.

Billing & Case Management

• Own the end-to-end resolution of billing-related cases within Salesforce Service Cloud across the EMEA region.
• Manage case queues, escalation routing, and aging governance to ensure timely resolution.
• Personally handle complex, high-value, or escalated billing disputes through to completion.
• Drive operational excellence through adherence to established case management processes and controls.