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.
Drive implementation and optimization of digital adoption platforms (e.g., WalkMe, Whatfix, Pendo) to support in-product guidance and user engagement.
Partner cross-functionally with Customer Success, Product, Engineering, and Operations to align onboarding workflows with customer lifecycle goals.
Leverage customer data, usage insights, and feedback to continuously improve onboarding experiences and outcomes.
Establish and track KPIs related to onboarding effectiveness, adoption, engagement, and retention.
Identify opportunities to automate and scale onboarding processes while maintaining a strong customer experience.
Ensure consistency in onboarding messaging, workflows, and best practices across regions and teams.
Act as a senior leader and thought partner in evolving Kaseya’s broader customer experience and digital adoption strategy.

Required Qualifications

8+ years of experience in Customer Success, Digital Adoption, or Onboarding roles, with at least 3 years in a leadership capacity.
Strong experience within SaaS or technology environments, supporting customer onboarding and adoption at scale.
Proven experience implementing and managing digital adoption platforms such as WalkMe, Whatfix, Pendo, or similar tools.
Solid understanding of SaaS onboarding best practices and customer lifecycle management.
Experience working with CRM platforms such as Salesforce or HubSpot and integrating onboarding tools into broader customer workflows.
Demonstrated ability to design and optimize digital workflows and user experiences.
Strong analytical skills with the ability to translate data into actionable insights.
Excellent communication and stakeholder management skills, with experience partnering cross-functionally.
Ability to operate effectively in a fast-paced, growing, and evolving environment.

Leadership & Communication

Strong written and verbal communication skills.
Comfortable influencing across functions and working with senior stakeholders.
Ability to balance strategic thinking with hands-on execution.

Education

Bachelor’s degree required; advanced degree preferred.

Additional Information

Experience working in global or distributed environments is a plus.
Enterprise SaaS experience strongly preferred.
Passion for improving customer experience through scalable, digital-first 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.

Director, Customer Experience (Onboarding & Adoption)

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