Kaseya
®
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

), 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 ****, 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

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.
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
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional information
Kaseya provides equal employment prospect 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.

📌 Sr. Strategy & Operations Analyst (Voc) (Bengaluru)
🏢 Kaseya Careers
📍 Bengaluru