In Part 1 of our Q&A, new Kaseya CEO Rania Succar shared her customer-first approach and plans to accelerate MSP success. In Part 2, she digs deeper into what’s ahead—talking product integration, platform innovation, community-building, and how AI and marketing can help MSPs grow faster and smarter. She also responds candidly to MSP partner concerns and wish list items.
MSP Success: One industry analyst that I spoke with when you came on board said accelerating integration across the portfolio should be a priority. I’m assuming that’s on your roadmap?
Succar: Yes. There’s already so much our customers love about the way our offerings work together. And there’s so much more potential for us to do better. There’s a lot of work we can do to integrate the reporting stack and make it better and easier for our end customers to manage. That’s one element of integration. Another one is around invoicing end customers. There’s an opportunity for us to simplify that workflow for our MSP customers in the way our platform integrates. And then certainly the workflow automation piece of things. So we are absolutely looking at [accelerating integration]. Our product teams are working hard at that.
MSP Success: And are you also looking at other acquisitions?
Succar: Yes, we’re constantly looking. Our value proposition is, we bring it all together. We give MSPs an end-to-end solution and we’re constantly looking for acquisitions that will help MSPs be even more effective for their customers.
MSP Success: How about internal development? Will you develop any net-new products yourself?
Succar: You’re going to see us really strengthen our innovation engine in-house, for sure.
MSP Success: Kaseya’s next chapter may include a potential IPO. If that’s true, how would an IPO benefit MSP partners?
Succar: The best public companies have a very robust innovation engine, so that’ll be great for MSPs. I see this very much as an aligned outcome. As we innovate more, our MSPs will do better, wanting to rely on Kaseya solutions to help them win even more.
MSP Success: We’ve asked a few MSPs about what’s on their wish list for you. One is improving customer service and support. Can you speak to that request?
Succar: We are. What I hear from our customers is they want to make sure that when they talk to our team they get to speak with someone who can resolve their problem, that it can be resolved with speed, and we see an opportunity to lean into that. So yes, that is on the top of my list as well.
MSP Success: Another wish list item is to soften the way Kaseya is viewed in the community. Can you address that?
Succar: Yes, it was very much part of my talk track [in June] at DattoCon in Dublin. It’s about putting our customers first in every experience, so whether onboarding or billing or support, they always have great experiences with Kaseya. It’s very much part of the values that I shared we would lead with, and what my agenda will be.
MSP Success: One MSP worried that you may eventually compete within the MSP space. Should they worry about that?
Succar: The DNA of Kaseya is fueling the success of MSPs. I joined Kaseya because I believe MSPs have a unique role to play in powering the success of small businesses. They need those trusted advisors. We will be very focused on MSPs being successful. We already serve some small businesses directly, but we’re careful to do it in a way where it’s not taking away the business of MSPs.
MSP Success: Another MSP is excited about your experience with the power of marketing and brand awareness, and AI-driven engagement. He feels the MSP community has a lot of room to grow in that regard and is hoping you will help them bridge that gap.
Succar: Absolutely. And as we’ve talked about how we’ll measure our success, it’s both the profitability of MSPs, but also how fast they grow. There is so much AI we can bring to the go-to-market efforts of our MSP partners and help them be more effective in their lead identification, lead conversion, pricing, and packaging. And it could be through consultation, through benchmarks. It could also be by strengthening the offerings we provide them. That fuels their success, and it fuels our success. So it’s a very aligned focus area.
MSP Success: A lot of MSPs want to feel like they’re not just buying tools—they’re buying into a community and a culture. How do you plan to invest in building trust, connection, and loyalty within the MSP community beyond just products and innovation?
Succar: It’s a great question. And again, that was part of what we announced at Connect. But let me share more about how we plan to do that.
We run a lot of events, and we’ll continue to do that in such a way to create connections. It was so powerful in Dublin to see MSPs coming together and exchanging thoughts and perspectives and having fun.
On the digital side, we’re leaning into the platform that we have where MSPs can connect, share information, share best practices. We have invested in that significantly with TruMethods and other areas of our business. And we’ll lean in and figure out how we can get the value of the peer groups to a broader set of MSPs in our community and democratize a lot of that knowledge and information.
And then related to what we do in product, MSPs are very hungry [for knowledge]. So if you’re in the PSA, for example, and we see that you’re in the lower end of endpoints per technician from an efficiency perspective, we can nudge you and say, “here’s a better way for you to route tickets,” or “here’s a better way for you to handle password resets or onboarding. We have an automation for you that people who are in the top 10% of endpoints per technician are turning on.” So we can do a lot of that in product by nudging you with insights based on what we see as best practices.
MSP Success: Is there anything we didn’t ask that you want our readers to know?
Succar: The only thing I’d say is, this is an incredible time right now in the SMB space for MSPs. Kaseya is uniquely positioned at this moment, and we are all so excited about the innovation we’ll bring to market and the degree to which we’ll power MSP success and end-SMB success.
