Customer Operations and Success Manager
Core
Lead billing operations for the EMEA region, overseeing internal and outsourced teams to resolve billing disputes, manage case queues, and ensure service excellence for Kaseya's SaaS customers.
Role type
Senior IC billing operations team lead
Builds
Billing support operations and case resolution workflows for SaaS customers
Domain
SaaS / IT Management Software / Financial Operations
Required skills
Team leadership, billing operations, case management, vendor management, process improvement, stakeholder engagement, reporting & analytics, training & knowledge management
Preferred skills
BPO partner management, Salesforce Service Cloud, ERP/subscription billing systems (NetSuite), Power BI/Tableau, Microsoft Excel, multinational collaboration, SaaS environment experience, Lean Six Sigma
Technologies
Salesforce Service Cloud, NetSuite, Power BI, Tableau, Microsoft Excel
Responsibilities
Lead hybrid operational team (internal + outsourced), manage end-to-end billing case resolution, administer partner invoicing, optimize workflows and automations, monitor KPIs via Power BI, manage vendor performance, serve as liaison between Billing/Product/IT teams, deliver team training and maintain SOPs
Seniority
Senior, hands-on IC with team leadership
