Kaseya CEO On Doubling Down On MSP Growth: ‘A Frictionless—and Delightful—Experience’

“Two years from now, I want MSPs to look back and say, ‘Kaseya helped us make the leap from being a service provider to being indispensable.’ Because that’s our mission: helping MSPs build the future of the small-business economy, one innovation at a time,” says Rania Succar, Kaseya CEO.

When Kaseya’s new CEO first took the helm earlier this year, she set out a clear agenda for her first 100 days: Focus on innovation, elevate the customer experience and strengthen the company’s culture.

Today, those priorities have evolved from broad ambitions into specific, measurable action plans and a growing sense of momentum across the organization.

“The impact we can deliver for MSPs is unparalleled,” Rania Succar, CEO of the Miami-based vendor, told CRN in an interview. “True innovation happens when we go beyond what customers ask for and create value they didn’t even know was possible.”

For her, innovation isn’t just about new features or flashy announcements but about impact. She believes it starts with listening to partners, understanding their operational pain points and combining that insight with the creativity of Kaseya’s technologists.

“Every product decision, every road map discussion must tie back to customer impact,” she said. “When we achieve that alignment, our impact becomes unstoppable.”

Succar has a clear vision for the future, and every side of the business—from sales to partner enablement to engineering—is moving toward the same destination: exceptional customer outcomes.

“The goal is to create not just a frictionless experience, but a delightful one,” she said. “We’re investing heavily in technology to make it easier for our customers to do business with us and for them to deliver for their own clients.”

CRN spoke further with Succar about Kaseya’s road map, culture and how she’s rebuilding Kaseya to be a true end-to-end platform.

When we spoke back in June, you said innovation was one of your top three priorities. What’s the process like when it comes to innovation? Is it solely based on partner feedback or industry trends as well?

Innovation for us is really a blend of inputs. It starts with what our customers and partners are telling us, what they need to grow their businesses, and then it’s powered by some of the world’s best technologists imagining what’s possible beyond that.

We’ve brought in industry-leading engineers who are analyzing the nature of our data, the scale of our platform, and saying, ‘The impact we can deliver for MSPs is unparalleled.’ That’s where true innovation happens, not just building what customers ask for, but going beyond to create value they didn’t even know was possible.

Customer experience is another key focus. What was it like when you joined, and what did you immediately want to change?

When I first came on board, it was clear that Kaseya was already very customer-centric. The company had recognized early on that small businesses wanted a true end-to-end platform to manage their operations, especially given vendor sprawl and margin compression.

But I also saw opportunities to enhance that experience through automation. So we started systematically automating every process that touches the customer, from billing to on-boarding to support. The goal is to create not just a frictionless experience, but a delightful one. We’re investing heavily in technology to make it easier for our customers to do business with us and for them to deliver for their own clients.

How would you describe Kaseya’s culture today, and what do you wish to change?

I came in wanting to evolve the culture around four key values. First is customer outcomes above all. Every product feature, every road map discussion must tie back to customer impact measured by revenue growth and efficiency for MSPs.

Second is innovation. We’ve innovated by unifying our platform, but now we’re pushing to become an API-first company with a unified data layer. When we achieve that, our impact will be unstoppable.

Third is frictionless end-to-end experiences. Everything should just work smoothly, intuitively and efficiently. And fourth, community. Kaseya has always been about helping MSPs grow together. That’s something I want to double down on.

How do you define yourself as a leader?

I’d say others describe me as a high-energy leader who helps teams see what’s possible, even when it seems impossible. I believe in setting bold goals and then reverse-engineering the path to achieve them. Equally important, I insist on cross-functional alignment. Everyone needs to know the priorities for the year and row in the same direction. Finally, I deeply believe in ownership. Our frontline employees—those closest to customers—should have the power to make fast, confident decisions.

You’ve been CEO since June. What’s your biggest insight so far?

Honestly, how energized our customers are. I’ve spent the summer meeting with MSPs all over, and even when they shared frustrations or challenges, the energy was incredible. They see what’s possible with technology and they’re excited to partner with us to make it happen. That sense of shared ambition is contagious.

What have you been hearing most often from partners?

What really surprised me, in a wonderful way, was how committed our partners are to Kaseya’s success. Even those who’ve had challenges with us said, ‘We want to be a reference account.’ That level of faith and partnership means the world. They recognize that when Kaseya succeeds—when we’re innovative, customer-first and frictionless—they succeed too.

You’ve said Kaseya will be an AI-forward company. How are you measuring AI’s impact on MSP profitability?

Next year, one of our top goals is to drive automation for MSPs and measure it clearly. We’re documenting all their workflows, measuring time spent and then attacking inefficiencies one by one. For example, Inky—our new email security acquisition—has already shown 50 times efficiency gains for its customers. What used to take 45 hours can now take 40 minutes. We want to replicate that across our PSA, RMM and documentation tools.

Speaking of Inky, what made that acquisition such a good fit?

Inky isn’t just another email security provider, they’re the best. They’re AI-native, incredibly effective and obsessed with MSP efficiency. Culturally, they align perfectly with Kaseya’s values: innovation, customer centricity and continuous improvement. Within Kaseya, Inky will only get stronger. We’ll feed their models with platform-level signals, and in turn, they’ll make our entire security suite smarter.

How do you plan to further differentiate Kaseya from ConnectWise, N-able, Halo, NinjaOne and others?

It’s simple: Nobody has our platform strength. We’re the only company with a true end-to-end operating system for MSPs—over 40 offerings across IT and security, all connected. When we unify that with APIs and integrated data, the efficiency it delivers is unmatched. Add to that the 3 exabytes of backup data we manage across 16 million endpoints, and we have insight into the small-business ecosystem that no one else can match.

You’ve mentioned going public could be on the table. What steps are you taking toward IPO readiness?

We’re focused on two things: continuing to accelerate our innovation road map to sustain high growth and building out governance and operational rigor. When those two are solid, and growth is accelerating, that’s when we’ll know we’re ready.

How are you attracting and retaining top, and younger, talent?

Mission attracts talent. People want to be part of something consequential, and at Kaseya they get the excitement of a startup with the stability of a global company. We’re hiring aggressively in research and development, AI-native talent especially. We want people who see AI not as a threat but as an opportunity to reinvent their craft. And for younger professionals, we offer something rare: a chance to move fast, innovate boldly and actually see their work impact millions of small businesses.

So what should partners expect from Kaseya in the next six to 12 months?

They’ll see a new level of velocity from us, more product launches, more automation, more innovation. Our goal is for partners to say, ‘Wow, Kaseya is moving faster than ever before.’

Two years from now, I want MSPs to look back and say, ‘Kaseya helped us make the leap from being a service provider to being indispensable.’ Because that’s our mission: helping MSPs build the future of the small-business economy, one innovation at a time.