‘As long as it doesn’t affect the partner delivery and the ability to service the account, that’s really the biggest thing for me,’ says Tim Guim, CEO of PCH Technologies.
Kaseya this week laid off 5 percent of its global workforce, about 250 employees, as it says it is redesigning its go-to-market approach to better serve partners through “intelligent, customer-led execution and clearer customer segmentation.”
The Miami-based vendor has more than 5,000 employees, according to its website. The reduction comes after 200 employees were laid off in October as part of a “focused investment strategy,” the company said at the time.
“After a very strong end to 2026, Kaseya continues investing significant resources to deliver tremendous value to our customers today, while transforming IT and security for small and mid-sized businesses by building the Intelligent IT platform of the future,” Xavier Gonzalez, Kaseya chief communications officer, said in an emailed statement to CRN.
“We have been making significant incremental investments in R&D over the past year that have already translated into strong product quality for our customers and faster innovation velocity. We also continue to invest in building our presence internationally and enhancing customer experience, including the additions of senior sales leaders and other roles in GTM. Our company continues a focused transformation to make us more effective, efficient and aligned to customer reality as we scale.
“Starting January 5th, Kaseya is redesigning our go-to-market approach to help us serve customers more effectively through intelligent, customer-led execution and clearer customer segmentation. The company’s account management teams are being organized more by customer segment and working even more closely with our technical specialist and customer success teams. These are internal changes aimed at making our team more efficient, more responsive, and more aligned with customer needs.
“A select number of roles are being reduced to align our go-to-market teams and deliver stronger customer experiences. This was not an easy decision, and it was not made lightly. We are deeply grateful for the contributions those impacted employees have made to Kaseya, and we truly wish them the very best in what comes next. These actions ensure our headcount, roles and operating model are aligned to our focused investment strategy and the areas that will deliver the greatest impact for customers. Approximately five percent of Kaseya’s total global employee base was impacted.”
Antwine Jackson, president and founder of Raleigh, N.C.-based Enitech, said workforce reductions and internal optimization are not unexpected for a company with a new CEO and public market ambitions. Rania Succar, Kaseya CEO, took on the role in June 2025.
However, changes to account management could hinder the partner experience, he said. For Jackson, the go-to-market change could weaken long-standing relationships that many MSPs rely on for support, escalation and strategic guidance.
“For me, I’m very relationship-driven,” he told CRN. “My relationship with Kaseya is driven by my relationship with my account manager. When people have deep relationships with their account management team, those are the ones that are going to suffer the most.”
His own account team is based in Vancouver despite his business being located in North Carolina, but the time-zone difference mattered less than trust and consistency.
“I stay with that team because I feel like whenever I buy from them, they look out for my best interests,” he said. “They don’t just check in with me at the end of the quarter. These are real relationships.”
He pointed to his own spending growth as an example of the value of continuity, noting that his monthly spend with Kaseya grew from about $500 to $25,000 over time as account managers were thoughtfully transitioned.
“The moment you really disrupt the customer base is the moment you start to fall behind,” he said. “If the goal is a better customer experience, they’re going to have to tread very lightly with this change.”
Tim Guim echoed Jackson’s sentiment in that he doesn’t want to see any lost talent, “people who have been in the MSP community for a long time and have been helping partners for years.”
Guim, CEO of Sewell, N.J.-based PCH Technologies, said he understands that layoffs can be a necessary management decision but emphasized that partner delivery must remain intact.
“As long as it doesn’t affect the partner delivery and the ability to service the account, that’s really the biggest thing for me,” he said.
