‘We’re working on what may be the largest product investment I’ve seen here in years. While I can’t share numbers or specifics yet, I can say it’s focused on R&D, especially in backup, security, RMM and AI,’ says Jim Lippie, Kaseya’s new chief product officer.
Previously the co-founder and CEO of Allentown, Pa.-based SaaS Alerts, which was acquired by Kaseya in October, Lippie also served as Kaseya’s general manager and senior vice president from 2017 to 2021.
In his new role, Lippie will lead a global team of more than 1,000 and will oversee the continued evolution of the Miami-based vendor’s flagship Kaseya 365 platform.
“Kaseya 365 is a product franchise,” he told CRN. “We’ve launched our first two versions, endpoint and user, and we’re releasing the next installment at [Kaseya’s] Connect [conference later this month] with another coming in September. Each release will build on the last, with deeper integrations and better functionality.”
He also said that Kaseya is preparing its largest product investment in recent years, although details are still under wraps. He emphasized that his return to Kaseya is about the community. While he wouldn’t divulge too much about announcements at the vendor’s upcoming conference, he said product launches and a deeper dive into the company’s AI philosophy are expected to be revealed.
“It’s all about data,” he said. “And with 42 products, we’ve got more data than anyone in the industry. AI is only as good as the data feeding it. We’re in a unique position to lead there and we’ll share more at the event.”
CRN spoke further with Lippie about the future of the Kaseya 365 platform, strategic investments and how he views the competition.
What made you want to take on this new role as CPO?
I’m excited for this role, really excited, but not just for the title. What makes this special is that I’m the first C-level exec at Kaseya who started out as a customer. That goes back almost 20 years. We signed our first Kaseya contract as an MSP in spring 2005. That gives me a unique lens because I can view every decision from the customer’s perspective.
That’s a full-circle moment. What does that journey mean to you personally?
It means a lot. This industry has changed so much over the last two decades. When I joined Kaseya in 2016, it was recovering from some tough years. Being part of rebuilding the foundation was powerful. I later joined a startup that Kaseya eventually acquired, which gave me even more perspective on what customers need and how to foster innovation.
You’ve said you’ll lead through a customer lens. How do you balance innovation with practicality?
Feedback is key but so is practicality. We host weekly community calls to gather input. Not every idea is scalable, but listening helps us make the right calls for the greatest good. We did this successfully with SaaS Alerts and we’ll continue that mindset.
What kind of leader does Kaseya need in its next CEO?
We already have a lot of great leaders here. It’s not about one person; it’s a team effort. The right leader will harness that collective talent and keep us focused on doing what’s best for the customer.
So you’re not trying out for the CEO role?
This new CPO role is keeping me busy enough. I loved being a CEO, but right now I’m focused on making a meaningful impact in this role for our customers, our partners and the future of the platform.
You’ve mentioned Kaseya 365 as a product franchise. Can you unpack that a bit?
Absolutely. I see Kaseya 365 like a movie franchise … think ‘Star Wars.’ We’ve already released two ‘episodes,’ endpoint and user. The next one will be unveiled at Connect and another is coming in September. These are cornerstones of our platform. We’ll keep improving the products within those licenses, enhance workflow integrations and build add-ons that make sense for our customers. We’re working on what may be the largest product investment I’ve seen here in years. While I can’t share numbers or specifics yet, I can say it’s focused on R&D, especially in backup, security, RMM and AI. We’re also looking at strategic acquisitions to fill gaps, particularly in security.
Can you tease any of those potential acquisitions? Any categories you’re focused on?
Security is a major focus. We’re currently evaluating several companies that could be great additions to our portfolio. I won’t tease names, but we’re actively exploring emerging players.
So what does the road map look like for Kaseya 365 over the next year?
You’ll see four total releases over the next year. But more importantly, we’re focusing on stronger integration. We’re threading each ‘chapter’ of the franchise together so they’re not just stand-alone tools but part of a cohesive, interconnected platform. There are some areas we’re not addressing today that we either need to build, improve or acquire. We know where the gaps are.
Some competitors have responded to Kaseya 365 with their own offerings, like HaloPSA partnering with NinjaOne. What’s your reaction to that?
It’s flattering. We believe in our strategy, and it’s clear others do too. Often imitated, never duplicated.
Will Kaseya 365 compete with or complement Microsoft offerings?
In most cases, it complements Microsoft. Our philosophy, and that of most MSPs, is don’t let Microsoft secure Microsoft. We provide an independent layer of checks and balances, creating a more robust security posture.
Can you tease what’s coming at Kaseya’s upcoming Connect conference?
We’re launching two new products, but it’s not just about the tech. We’re also unveiling new customer-centric policies and improvements in customer experience. Some of our best products haven’t always had the best customer experience, and we’re fixing that.
Will billing be part of that improvement effort?
Billing has been a known issue. We’ve already addressed it in many ways, but continuous improvement is part of our DNA. We’ll keep making things better.
What’s your message to Kaseya partners about your role and what’s ahead?
I’ve been in their shoes. I’ve been the customer, the employee, the sponsor. I know what it’s like to sit in the audience at Connect. My promise is to always advocate from that customer-first perspective. And yes, we’ll talk a lot more about AI. The secret? It’s all about data. And with 42 products, we’ve got more data than anyone in the industry. AI is only as good as the data feeding it. We’re in a unique position to lead there and we’ll share more at the event.
