Sr. Strategy & Operations Analyst

The Sr. Strategic Analyst will play a pivotal role in shaping the direction and performance of Kaseya’s Support & Customer Success organizations. This role combines analytical rigor, strategic thinking, and executive-level communication. The ideal candidate is data-driven, comfortable operating independently, and skilled at presenting insights and recommendations to senior leaders.

• →Lead analytical deep dives and strategic initiatives that inform CS leadership decisions
• →Develop KPI frameworks, forecasting models, and operational dashboards
• →Build executive-ready presentations and narratives for SVP and C‑level audiences
• →Partner with cross-functional teams (Finance, Sales Ops, Product, Support, etc.) to drive strategic alignment
• →Own portions of the team operating rhythm: QBRs, weekly KPIs, governance
• →Support team transformation efforts, including process redesign and program rollout
• →Maintain strong understanding of customer lifecycle, segmentation, health models, and CS motions

• 5+ years in Strategy, Analytics, Operations, Consulting, or related field
• Strong executive communication and storytelling; ability to simplify complex analysis
• Proficiency with BI tools (Power BI, Sigma preferred but not required)
• Strong Excel or Sheets modeling ability
• Strong PowerPoint presentation design ability
• Experience in SaaS, subscription metrics, customer analytics, or technical support analytics & operations
• Ability to work autonomously, manage multiple workstreams, and prioritize effectively

• Quality & Timeliness of Deliverables: Delivers accurate, leadership‑ready strategic analyses, models, and presentations on time with minimal revision cycles required
• Influence on Decision‑Making: Produces insights that directly shape Support/Services decisions - reflected by adoption of key recommendations and recurring inclusion in leadership reviews
• Capacity Relief & Operational Leverage: Effectively absorbs the majority of IC‑level strategic and analytical workload, enabling the manager to reallocate time toward higher‑level orchestration and alignment
• Stakeholder Satisfaction & Cross‑Functional Partnership: Earns strong feedback from Support, Services, and cross‑functional partners for responsiveness, clarity, and effectiveness
• Process & Analytics Improvements: Drives measurable improvements in reporting, frameworks, models, or workflows – targeting reduction in manual effort through standardization, automation, or new strategic tools