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.
Job Title: Project Manager – Global Support Initiatives
Location: Orlando, FL
Department: Customer Services & Support (CSS)
Reports To: Sr Director, Customer Success Operations
About the Role:
We are seeking a strategic and highly organized Project Manager to support and drive key initiatives across our Global Support organization. This role will focus on cross-functional projects in areas such as customer segmentation, enablement, AI adoption, operational excellence, and digital transformation. The Project Manager will work closely with the SVP of Global Support and the extended leadership team, acting as a central hub to coordinate, track, and deliver on the most critical initiatives shaping the future of our customer support experience.
Key Responsibilities:
- Project Leadership: Own end-to-end project planning and execution for high-impact initiatives across Support, including segmentation strategies, AI/automation pilots, enablement programs, and escalation workflows.
- Stakeholder Collaboration: Act as a trusted partner to the SVP of Global Support and collaborate with leaders across Support, Services, Product, and IT to align priorities, gather inputs, and remove roadblocks.
- Execution Management: Define project goals, success metrics, timelines, and deliverables. Drive accountability and momentum across cross-functional teams.
- Reporting & Communication: Develop clear reporting structures and executive-ready updates. Provide visibility into project status, risks, and escalations.
- Enablement Support: Work closely with Enablement teams to ensure project outcomes translate into measurable improvements in readiness, training, and customer experience.
- AI & Technology Integration: Support identification and rollout of AI tools and emerging technologies to improve support operations and decision-making.
- Continuous Improvement: Track post-launch results and drive iteration and process enhancement.
Qualifications:
- 5+ years of project management experience, ideally within a Support, Customer Success, or Services function at a software or SaaS company
- Proven track record of managing strategic, cross-functional initiatives with executive visibility
- Strong understanding of customer segmentation, enablement, and AI implementation
- Exceptional communication skills with the ability to create executive-level summaries and dashboards
- Experience with project management tools (e.g., Smartsheet, Asana, Jira, Confluence)
- PMP, Agile, or Scrum certification is a plus
- Self-starter mindset with a high sense of ownership and urgency
Why This Role Matters:
This position is a force multiplier. You’ll have direct access to the most senior leaders in Support and will help shape programs that impact thousands of customers and internal team members. If you’re energized by complex problems, tight collaboration, and delivering measurable impact—this role is for you
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional information
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.
