Digital Customer Success Manager
KaseyaKaseya® 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: Sr. Community Manager
Department: Marketing
Location: Miami
Reports To: SVP, Community
------------------------------------------------------------------------------------------------------------------------------
Overview
We are seeking an experienced Community Manager to lead the growth and daily operations of our online customer community. In this high-impact role, you’ll not only drive customer engagement but also play a key role in developing platform strategy—helping us evaluate, implement, and evolve the right technology to support a thriving digital ecosystem with scale.
You’ll bring direct experience building community strategy from the ground up—aligning platform functionality with business goals, applying hands-on knowledge of what works (and what to avoid), and ensuring the community delivers measurable value to both customers and the organization.
Key Responsibilities
- Strategic Leadership Support:
Provide key guidance in developing and executing Kaseya’s community vision, roadmap, and success metrics. Use insights and experience to inform community architecture, content strategy, and engagement programs.
- Platform Ownership & Strategy:
Lead platform evaluation and optimization efforts—recommend and implement new technology solutions or migrations based on evolving needs, proven best practices, and user experience.
- Customer Engagement:
Leverage past success to drive peer-to-peer connection, product conversations, and member advocacy through curated discussion topics, recognition programs, and targeted campaigns.
- Cross-Functional Alignment:
Partner with Product, Marketing, Support, and Customer Success teams to ensure the community aligns with company initiatives and surfaces actionable feedback.
- Analytics & Insights:
Track KPIs like engagement rate, active members, case deflection, and feedback sentiment. Translate insights into strategic improvements and content recommendations.
- Programs & Recognition:
Launch and manage ambassador or superuser programs to recognize top contributors and foster leadership within the community.
- Governance & Moderation:
Maintain a professional, inclusive, and brand-aligned environment. Establish and enforce community guidelines.
Required Qualifications
- 3-5+ years managing B2B communities, with proven success in both strategy and execution.
- Experience with platform selection, migration, or implementation—ideally within SaaS or tech environments.
- Strong understanding of community platforms (e.g., Higher Logic, Khoros, Vanilla, Salesforce Experience Cloud, Discourse, etc.).
- Excellent written and verbal communication skills.
- Data-driven approach to measuring success and adapting strategies.
- Collaborative mindset with experience working across teams and influencing without authority.
Preferred Qualifications
- Familiarity with IT, cybersecurity, or managed services audiences.
- Experience launching a new community or revitalizing a legacy one.
- Background in customer advocacy, customer marketing, or product enablement.
- Experience managing global, multilingual, or partner-facing communities.
Why Join Us?
You’ll play a pivotal role in shaping a next-generation customer experience—empowering thousands of users to connect, learn, and grow. If you have a passion for strategic community-building and the technology that powers it, this is your chance to lead from the front.
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.