Customer Operations and 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.

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.

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.

• 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.

• 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.

• Administer and troubleshoot partner invoicing, subscription, and billing-related issues using NetSuite and associated systems.
• Partner with Billing and Collections teams to reconcile discrepancies and resolve billing anomalies.
• Support continuous improvement initiatives across partner billing operations.

• Review and optimize workflows, routing rules, and automations within Salesforce Service Cloud.
• Conduct root cause analysis to identify recurring issues and implement corrective actions.
• Lead process improvement initiatives in collaboration with Product, IT, and business stakeholders.

• Utilize Power BI and operational reporting tools to monitor key performance indicators, including CSAT, first response time, first-day resolution, backlog aging, and case volume trends.
• Deliver operational reporting and performance insights to leadership teams.
• Identify trends and recommend actions to improve efficiency and service outcomes.

• Manage the operational relationship with outsourced service providers.
• Monitor vendor performance against contractual SLAs, KPIs, and quality standards.
• Lead governance meetings, performance reviews, and calibration sessions with vendor partners.
• Collaborate on staffing models, capacity planning, and service improvement initiatives.

• Serve as the primary operational liaison between Billing, Collections, Product, Go-To-Market, and IT teams.
• Support regular communication and reporting cadences with global leadership teams.
• Participate in partner and customer calls related to billing issue resolution and follow-up activities arising from customer feedback.

• Deliver onboarding and ongoing training for internal and outsourced teams on Salesforce Service Cloud, billing workflows, and operational procedures.
• Maintain knowledge base documentation, standard operating procedures (SOPs), and training materials.
• Ensure process documentation remains current and aligned with business requirements.

• Bachelor's degree in Business, Finance, Operations Management, Accounting, or a related field, or equivalent professional experience.
• 3+ years of experience in billing operations, financial operations, customer operations, or a related field.
• 1+ year of experience leading, supervising, mentoring, or managing operational teams.

• Experience working with outsourced service providers or BPO partners.
• Hands-on experience with Salesforce Service Cloud, including case management, queue management, and workflow processes.
• Experience working with ERP, subscription billing, or financial systems such as NetSuite.
• Experience using Power BI, Tableau, or a comparable business intelligence platform to analyze operational performance.
• Advanced proficiency with Microsoft Excel, including reporting and data analysis.
• Experience supporting billing, invoicing, subscription, collections, or customer financial operations.
• Experience working within a multinational environment and collaborating across multiple time zones.
• Experience within a SaaS or subscription-based business environment.
• Experience managing geographically dispersed or hybrid operational teams.
• Experience leading workflow automation, process optimization, or operational improvement initiatives.
• Lean Six Sigma or other process improvement certification.

#IND2

#LI-KH1