Customer Operations and Success Manager

Dublin · IE Dublin - 1 · 1+ years experience · Hybrid · Posted Oct 12, 2026

At a glance

Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.
Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.
Founded in 2000, Kaseya was built by builders - and we're still building. We look for people who create rather than wait, who see a hard problem and lean in, and who treat challenges as raw material. At Kaseya, everyone plays a role in shaping the future of IT: whether you're in engineering, product, sales, marketing, customer support, or operations, your work helps protect, defend, and optimize IT environments across the globe.
We're building teams that grow, perform, and make an impact. If you're driven by the itch to make things better - a product, a process, a career - you'll fit right in.
At Kaseya, we don't just raise the bar. We build it.

As a Billing Operations Team Lead, you will oversee the day-to-day billing support operation across the EMEA region, leading both internal and outsourced teams while driving service excellence, operational efficiency, and customer satisfaction.
You will act as a key liaison between Billing, Collections, Product, IT, and Go-To-Market teams while supporting global stakeholders and ensuring the successful resolution of complex billing-related matters.

Lead a hybrid operational team consisting of two direct reports and an offshore BPO partner team.
Establish, monitor, and drive adherence to service level agreements (SLAs), quality standards, and performance metrics.
Conduct coaching sessions, quality reviews, and calibration exercises to ensure consistent service delivery across all teams.
Own the end-to-end resolution of billing-related cases within Salesforce Service Cloud across the EMEA region.
Administer and troubleshoot partner invoicing, subscription, and billing-related issues using NetSuite and associated systems.
Review and optimize workflows, routing rules, and automations within Salesforce Service Cloud.
Utilize Power BI and operational reporting tools to monitor key performance indicators, including CSAT, first response time, first-day resolution, backlog aging, and case volume trends.
Manage the operational relationship with outsourced service providers and monitor vendor performance against contractual SLAs, KPIs, and quality standards.
Serve as the primary operational liaison between Billing, Collections, Product, Go-To-Market, and IT teams.
Deliver onboarding and ongoing training for internal and outsourced teams on Salesforce Service Cloud, billing workflows, and operational procedures.

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.

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.