[Hiring] Business Process Lead @Kaseya Careers

Role Description

The Business Process Lead, L2Q & Customer Lifecycle owns the end-to-end design of the business processes that carry a customer from product concept through signed order, onboarding, expansion, and renewal. This role is the connective tissue between GTM and Sales leadership and the technology teams that build supporting systems, and is accountable for the detailed, multi-level capability decomposition underlying this value stream, which spans product, marketing, sales, revenue operations, and customer success stakeholder groups.

Importantly, this role owns the business capabilities in this value stream — their definition, design, decomposition, and governance — in close partnership with the business teams that operate the underlying functions day to day. It does not own those functions themselves; success depends on heavy partnership with business and technology leads rather than on direct authority. This is a hands-on, individual-contributor role: the person hired personally facilitates working sessions, maps current and future processes, writes system requirements, and stays engaged through delivery and adoption rather than handing off after initial discovery. It also sits within a newly created function, where the operating model, engagement approach, and shared standards are still being defined — the person hired will materially shape how the practice works rather than step into an established playbook. The breadth of this stream requires strong prioritization judgment and the ability to work credibly across several distinct stakeholder communities.

Key Responsibilities

• Own and continuously maintain a detailed (L2/L3) decomposition of every business capability across Idea to Launch, Campaign to Lead, Plan to Goal, Lead to Opportunity, and Quote to Subscription.
• Facilitate structured working sessions with GTM, Sales, Marketing, and Product stakeholders to document how processes work today and design how they should work going forward.
• Translate future-state process designs into system requirements, partner with Product Owners and Engineering Leads through design, build, and testing.
• Support two parallel delivery tracks — current, in-production systems and the next-generation platform build.
• Own change management, enablement, and adoption for process changes in this value stream.
• Hold and maintain documented agreements at shared boundaries with peer Business Process Leads.
• Own the capability design and process governance for pricing and packaging, deal desk, discount policy and approval, margin guidelines, and CPQ.
• Own the capability design for new product introduction and SKU governance, and for the commercial customer lifecycle that follows a signed order.

Qualifications

• Hands-on ownership of commercial process design within a go-to-market organization.
• 7+ years of experience in business process design, business architecture, revenue operations, or sales operations.
• Demonstrated experience decomposing business capabilities into detailed, multi-level structures.
• Strong facilitation skills with cross-functional business stakeholders.
• Experience translating business process requirements into system requirements or work items.

Preferred Qualifications

• Experience with pricing, packaging, discount governance, or CPQ process design specifically within a subscription or SaaS business.
• Deal desk or sales operations experience, including designing exception and approval workflows.
• Experience with renewal or customer success operations.
• Experience with new product introduction, SKU and bundle governance, or contract lifecycle management tooling.
• Experience with partner or channel program operations.
• Familiarity with structured change management methodologies and prioritization frameworks.
• Experience with Salesforce Sales Cloud and Revenue Cloud, marketing automation platforms, and lead routing or enrichment tooling.

Company Description

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, 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.