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About the Role
This role will build and own a scalable, rapid voice-of-customer engine for Growth & Product Strategy. The individual will define who we talk to, how quickly we can reach them, and how learnings feed critical product and growth decisions. This role establishes the methods, customer access, toolkit, and operating cadence to deliver trustworthy answers rapidly. It is a hands-on position that runs discovery interviews, builds processes, codifies best practices, and improves rigor across the Product organization. The role leverages disparate sources across the company, including sales, customer success, and support tickets, to surface insights creatively and efficiently. A key aspect is partnering with Product and Go-To-Market teams to embed user insights early in product discovery, ensuring roadmap decisions are based on customer needs rather than opinion. The role also collaborates with marketing, sales, and customer success to refine positioning, messaging, and segmentation, and utilizes these teams as a fast channel to customers. The individual will operate credibly at senior levels, translating research into actionable strategic direction.
Responsibilities
- Build the rapid voice-of-customer engine by designing and implementing a repeatable process for reaching customers, prospects, and new segments quickly.
- Define target audiences, fast outreach methods, appropriate research techniques for specific questions, and the flow of findings into product, GTM, and segment decisions.
- Own the research stack and budget, making strategic investments based on justified questions.
- Secure creative and fast customer access by building and maintaining panels and channels to reach MSP and Direct IT customers and end-users on short notice.
- Utilize various methods including quick calls, discovery and usability interviews, expert networks, in-product experiences, win/loss reviews, and events.
- Mobilize internal teams like sales and customer success who interact with customers daily.
- Embed user insight into product discovery and pressure-test roadmap priorities against customer needs.
- Provide evidence to support confident prioritization, ensuring the organization builds and markets based on genuine needs.
- Synthesize customer input into clear findings on unmet needs, usage friction, buying behavior, churn drivers, and expansion opportunities.
- Frame insights to inform specific decisions and present findings directly in strategy conversations with senior leaders.
- Challenge assumptions when evidence warrants it.
- Create scalable frameworks, playbooks, templates, and best practices to enable others in Product and GTM to conduct effective customer research independently.
Requirements
- A product manager's mindset, focusing on framing research around decisions, thinking in terms of outcomes and prioritization, and possessing product judgment to guide build decisions.
- 8+ years in Product Management, Strategy, Customer or User Research, Insights, or a comparable role focused on understanding and utilizing customer truth.
- Demonstrated experience embedding research in product discovery, informing roadmap prioritization, and building or scaling a research capability.
- Ability to move fluidly between feature-level details and the strategic and competitive landscape.
- Experience with diverse businesses and models to apply pattern recognition.
- Fluency across a broad range of qualitative and quantitative methods, including discovery and usability interviews, surveys, expert networks, in-product research and experimentation, win/loss analysis, and behavioral or product data analysis.
- Judgment to match methods to questions and balance speed with rigor.
- Track record of building or scaling a research process, function, or panel, including the associated tools and vendor relationships.
- Ability to connect customer truth to business strategy and winning approaches.
- Proven ability to shape product and GTM strategy, not just report findings.
- Strong communication skills with a track record of persuading stakeholders and changing minds.
- Ability to structure recommendations logically and present compelling cases to skeptical senior audiences.
Skills
- Voice-of-customer engine building
- Customer access strategies
- Research methodology (qualitative and quantitative)
- Product discovery
- Roadmap prioritization
- GTM strategy
- Customer segmentation
- Data synthesis
- Strategic communication
- Process building
- Playbook development
- Stakeholder management
- Budget management
- Vendor management
Location
- Worldwide
Work Type
- Full-time
Experience Level
- 8+ years
About the Company
- Kaseya is the leading provider of AI-powered IT management and cybersecurity software for Managed Service Providers (MSPs) and internal IT organizations globally.
- The company's platform efficiently manages, secures, and automates IT environments, driving operational efficiency and business success.
- Backed by Insight Partners, Kaseya has achieved sustained double-digit growth and is expanding its global presence, serving customers in over 20 countries and managing over 15 million endpoints.
- Founded in 2000, Kaseya fosters a culture of innovation, accountability, and results, valuing driven, adaptable individuals committed to exceptional outcomes.
- The company culture emphasizes embracing challenges, acting with urgency, and continuously improving performance.
Equal Opportunity
- 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.