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Kaseya is a leading provider of AI-powered IT management and cybersecurity software serving Managed Service Providers (MSPs) and internal IT organizations worldwide. The company is backed by Insight Partners and manages over 15 million endpoints globally.
The Business Process Lead for Lead-to-Quote (L2Q) & Customer Lifecycle owns the end-to-end design of business processes that carry customers from product concept through signed order, onboarding, expansion, and renewal. This role serves as connective tissue between GTM and Sales leadership and the technology teams building supporting systems. You will be accountable for detailed, multi-level capability decomposition spanning product, marketing, sales, revenue operations, and customer success.
This is a hands-on individual-contributor role that does not manage people but requires heavy partnership with business and technology leads. You will personally facilitate working sessions, map current and future processes, write system requirements, and stay engaged through delivery and adoption. The role sits within a newly created function where you will materially shape how the practice operates rather than step into an established playbook.
Key responsibilities include:
- Own and maintain detailed (L2/L3) decomposition of business capabilities across Idea to Launch, Campaign to Lead, Plan to Goal, Lead to Opportunity, and Quote to Subscription, using shared standards
- Facilitate structured working sessions with GTM, Sales, Marketing, and Product stakeholders to document current processes and design future ones, producing process maps, decisions, and requirements
- Translate future-state designs into system requirements and partner with Product Owners and Engineering through design, build, and testing
- Support parallel delivery tracks (current production systems and next-generation platform build), correctly routing requests and reflecting operational lessons back into design
- Own change management, enablement, and adoption for process changes, including stakeholder impact assessment, readiness planning, training, and post-launch verification
- Maintain documented agreements at shared boundaries with peer Business Process Leads
- Own capability design and governance for pricing, packaging, deal desk, discount policy, margin guidelines, and CPQ
- Own capability design for new product introduction, SKU governance, and commercial customer lifecycle (onboarding, adoption, technical account management, renewals, expansion, churn)
The breadth of this value stream requires strong prioritization judgment and the ability to work credibly across distinct stakeholder communities.
REQUIREMENTS:
- Hands-on ownership of commercial process design within a go-to-market organization (quote-to-order, deal governance, or renewal motion), including direct involvement in underlying policy decisions, not simply documentation or configuration. Experience limited to system configuration or documentation without business decision involvement is not a fit.
- Demonstrated ability to design and implement exception and approval workflows
- Experience with renewal or customer success operations, including identifying at-risk accounts ahead of renewal
- Experience with new product introduction, SKU and bundle governance, or contract lifecycle management tooling and legal operations partnership
- Experience with partner or channel program operations, including management of partner marketing development funds and territory/quota planning process design
- Familiarity with structured change management methodologies (ADKAR, Prosci, or similar) and prioritization frameworks (WSJF, RICE, or similar)
- Experience with Salesforce Sales Cloud and Revenue Cloud (including CPQ/RCA functionality), marketing automation platforms such as Marketo, and lead routing or enrichment tooling
