Sr Strategic Customer Success Analyst

Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI. Kaseya’s best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.

Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya’s culture.

Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers.

Role Summary

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.

Key Responsibilities

• 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