Sr. Strategic Customer Success Analyst

Role Summary

The Senior Strategic Analyst, Customer Experience & Voice of the Customer, will play a pivotal role in shaping how Kaseya listens to, understands, and acts on customer feedback across the customer lifecycle. This role blends analytical rigor, CX strategy, and executive‑level storytelling to turn customer signals into actionable insights that improve customer outcomes and drive business decisions.

The ideal candidate is data‑driven, comfortable operating independently, and skilled at synthesizing qualitative and quantitative customer feedback into clear, leadership‑ready recommendations. This role will work closely with Customer Experience, Customer Success, Support, Product, and executive stakeholders to mature Kaseya's VoC program and embed customer insights into decision‑making.

Key Responsibilities

• Lead Voice of the Customer (VoC) analytics and strategic initiatives, synthesizing feedback from surveys, customer interactions, and operational data to inform leadership decisions
• Develop and maintain CX KPI frameworks (e.g., NPS, CSAT, CES, sentiment, driver analysis) and connect them to customer lifecycle and business outcomes
• Build executive‑ready narratives and presentations that translate customer feedback into clear themes, insights, and prioritized actions for SVP and C‑level audiences
• Partner cross‑functionally with Customer Experience, Product, Support, Customer Success, Finance, and Sales Ops to align on customer insights and improvement initiatives
• Own portions of the CX operating rhythm, including VoC readouts, QBR inputs, executive reviews, and governance forums
• Support CX program transformation efforts, including VoC maturity, closed‑loop feedback processes, and rollout of new listening mechanisms
• Drive root‑cause and driver analysis to understand what is influencing customer satisfaction, loyalty, retention, and expansion
• Maintain a strong understanding of the end‑to‑end customer journey, segmentation, personas, and key moments that matter

Required Skills & Experience

• 5+ years of experience in Strategy, Analytics, Operations, CX, Consulting, or a related field
• Strong executive communication and storytelling skills; ability to simplify complex customer data into clear insights and recommendations
• Experience working with customer feedback and CX metrics (e.g., NPS, CSAT, CES, surveys, sentiment analysis)
• Proficiency with BI tools (Power BI, Sigma, Tableau, or similar)
• Strong Excel or Google Sheets modeling skills for analysis and synthesis
• Strong PowerPoint skills with experience building full executive‑level decks
• Experience in SaaS, subscription businesses, or customer‑centric operating models
• Ability to work autonomously, manage multiple workstreams, and prioritize in a fast‑paced environment

Success Metrics

Quality & Timeliness of Deliverables
Delivers accurate, leadership‑ready CX and VoC analyses, models, and presentations on time with minimal revision cycles required

Influence on CX & Business Decisions
Produces customer insights that directly shape CX, Product, Support, or CS decisions — reflected by adoption of recommendations and recurring inclusion in leadership forums

VoC Program Impact & Maturity
Strengthens Kaseya's VoC program by improving insight clarity, actionability, and follow‑through, resulting in clearer ownership and measurable improvements to customer experience

Stakeholder Satisfaction & Cross‑Functional Partnership
Earns strong feedback from CX, Product, Support, CS, and executive stakeholders for responsiveness, clarity, and effectiveness

Process & Insight Improvements
Drives measurable improvements in CX reporting, feedback synthesis, and insight workflows — reducing manual effort and increasing speed‑to‑insight through standardization and better tooling