Customer Operations and Success Manager

The role

You will oversee day-to-day billing support operations across the EMEA region. You will lead internal and outsourced teams to drive service excellence and operational efficiency.

What you will do

• Lead a hybrid operational team of two direct reports and an offshore BPO partner team.
• Establish and monitor service level agreements, quality standards, and performance metrics.
• Conduct coaching sessions, quality reviews, and calibration exercises.
• Support workforce planning, resource allocation, and capacity management.
• Own end-to-end resolution of billing-related cases within Salesforce Service Cloud.
• Manage case queues, escalation routing, and aging governance.
• Handle complex, high-value, or escalated billing disputes.
• Administer and troubleshoot partner invoicing and subscription issues using NetSuite.
• Review and optimize workflows, routing rules, and automations within Salesforce Service Cloud.
• Manage the operational relationship with outsourced service providers.

Required qualifications

• 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.

Nice to have

• 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.

About the company

Kaseya is a provider of AI-powered IT management and cybersecurity software serving Managed Service Providers and internal IT organizations. The company supports customers in more than 20 countries and manages over 15 million endpoints worldwide.