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 www.insightpartners.com), 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 2000, 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 www.Kaseya.com 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.
We are seeking an experienced and strategic Director of Digital Onboarding to lead and scale our digital onboarding and adoption experiences for customers across Kaseya’s product portfolio. This role will focus on building scalable, data-driven onboarding programs that accelerate time-to-value, improve product adoption, and enhance the overall customer experience.
The ideal candidate brings deep experience in digital onboarding, customer success, and SaaS adoption, along with strong leadership capabilities and a passion for designing intuitive, customer-centric digital journeys.
This role will be based in Colombia and will partner closely with Customer Success, Product, Engineering, and Go-To-Market teams.
Key Responsibilities
- Own and lead Kaseya’s digital onboarding strategy, ensuring a scalable, consistent, and high-quality experience across products and customer segments.
- Design, implement, and continuously optimize digital onboarding journeys that accelerate customer adoption and reduce time-to-value.
- Lead and develop a team focused on digital adoption, onboarding programs, and customer enablement.
- Drive implementation and optimization of digital adoption platforms (e.g., WalkMe, Whatfix, Pendo).
- Partner cross-functionally with Customer Success, Product, Engineering, and Operations.
- Leverage customer data and insights to improve onboarding effectiveness.
- Establish and track KPIs related to onboarding success and adoption.
- Identify opportunities to automate and scale onboarding processes.
- Ensure consistency in onboarding workflows and best practices.
- Act as a senior leader in evolving Kaseya’s customer experience strategy.
Required Qualifications
- 8+ years of experience in Customer Success, Digital Adoption, or Onboarding roles.
- At least 3 years in a leadership capacity.
- Strong SaaS and technology background.
- Experience with digital adoption platforms (WalkMe, Whatfix, Pendo).
- Understanding of SaaS onboarding best practices.
- Experience with CRM tools such as Salesforce or HubSpot.
- Strong analytical and communication skills.
- Ability to thrive in a fast-paced environment.
Leadership & Communication
- Proven people leadership experience.
- Strong written and verbal communication skills.
- Ability to influence cross-functional stakeholders.
Education
- Bachelor’s degree required; advanced degree preferred.
Additional Information
- Global or enterprise SaaS experience preferred.
- Passion for improving customer experience through scalable solutions.
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional information
Kaseya provides equal employment opportunity 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.
What We Do
Kaseya is a premier provider of unified IT management and security software for managed service providers (MSPs) and small to medium-sized businesses (SMBS). Through its customer-centric approach, Kaseya delivers best-in-breed technologies that allow organizations to efficiently manage, secure and backup IT. Kaseya offers a broad array of IT management solutions, including well-known names: Kaseya, IT Glue, RapidFire Tools, Spanning Cloud Apps, ID Agent, Graphus, RocketCyber, TruMethods and Unitrends. These solutions empower businesses to command all of IT centrally, easily manage remote and distributed environments, simplify backup and disaster recovery, safeguard against cybersecurity attacks, effectively manage compliance and network assets, streamline IT documentation and automate across IT management functions. Headquartered in Miami, Florida, Kaseya is privately held with a presence in over 20 countries.
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