Jim Lippie, chief product officer at Kaseya, has a front-row seat to how the industry is changing — and how the tools MSPs rely on must evolve next. As the driving force behind Kaseya’s product strategy and roadmap, he’s focused on delivering what MSPs actually use, not just what looks good in a demo.
At Kaseya Connect Global 2025, AI, automation, platform consolidation, and real-world ROI were front and center. There, Lippie sat down with ChannelPro to break down how Kaseya is pushing innovation forward — and what it means for MSPs looking to boost efficiency, security, and profits in the year ahead.
Here are highlights from that conversation, edited for clarity and brevity.
AI is Top of Mind for Everyone Right Now. What Should MSPs Know about Kaseya’s Approach to Leveraging Machine Learning to Make Their Lives Easier?
Lippie: The future of this industry is AI, and data is what fuels it. No one has more data sources in this space than Kaseya. We’re going to harness that data, anonymize it, secure it, and correlate it to offer actionable insights for MSPs. The goal is better decisions and stronger outcomes.
What’s Your Long-term Vision for Cooper, Kaseya’s AI Assistant? How Much Decision-making Do You Want this Kaseya Tool to Handle?
Lippie: Cooper is just the beginning. We see it evolving as a true co-pilot — surfacing data, summarizing tickets, generating SOPs, and launching automated workflows. But we also believe in flexibility. It’s like a self-driving car: You can let it handle the wheel or you can keep your hands on it. That’s up to you.
Kaseya Added AI Ticket Summarization and SOP Generation. What Have You Learned From MSPs that Are Using These Tools in Real-world Scenarios?
Lippie: They’re seeing significant time savings and better consistency. One MSP said the AI-generated SOPs gave their junior techs a new level of confidence. But the real value comes when AI streamlines routine work so MSPs can focus on higher-value tasks.
What’s the Next Big Technology that MSPs Should be Thinking About?
Lippie: Compliance. A lot of MSPs have done a good job expanding cybersecurity, but you can have cybersecurity without being compliant. You just can’t be compliant without cybersecurity. The opportunity is in helping customers check every box.
What’s Your Product Team Most Focused on Improving for MSPs?
Lippie: Two things: innovation and transparency. Innovation is table stakes. But transparency — making sure that partners know what we’re building, why, and how it helps them — is just as critical.
What Is Kaseya’s Key to Building Tools MSPs Actually Use, Not Just Tools that Look Good on Paper?
Lippie: I started as a Kaseya customer and I’ve lived the MSP life. We build through that lens. That means automation that works out of the box, SIEM that’s fully configured for you, and products that solve real-world problems without adding complexity.
We’re a $1.5 billion company with 50,000 customers and 42 products. That’s complex. But the answers are simple. We’re focused on execution — and product consolidation is a big part of that.
Jim Lippie
What’s the Most Impactful Way You’ve Seen an MSP Use Your Tools To Grow Their Revenue?
Lippie: One Midwest MSP used SaaS Alerts and caught an insider threat within 24 hours. They turned the evidence over to the FBI and won a big contract. Now, they lead every sales pitch with that story. They’re reselling cloud detection and response for $9 a user. Real security, real ROI.
If You Ran an MSP Today, How Would You Position Kaseya’s Tools in Your Offering?
Lippie: I wouldn’t name vendors. I’d say: “Here’s the category, here’s how we protect you, here’s what it prevents.” It’s about the outcome. The source doesn’t matter to the customer.
Can You Make the Case for Switching to Kaseya if an MSP Has Other Partners?
Lippie: There’s been a debate for years, best of breed vs. platform. We’re ending that debate. We’re building best-of-breed products inside a unified platform. Why choose one when you can have both?
How Is Kaseya’s Approach to Channel Partnerships Evolving?
Lippie: I’m the first C-level executive at Kaseya who started as a customer. I know what MSPs want because I’ve been in their shoes. That lens is baked into how we build, sell, and support.
What Is Kaseya Doing to Support MSPs that Serve Specific Verticals, Like Healthcare or Legal?
Lippie: Our approach to automation and compliance plays really well in verticals. Those MSPs are dealing with nuanced regulatory issues and sensitive data. Our tools help streamline that without adding headcount.
What’s Your Top Advice for MSPs Looking To Grow in the Next 12 Months? How Can They Expect Economic Pressures like Tariffs and Supply Chain Issues to Affect Them?
Lippie: Use digital transformation to your advantage. Help customers see IT not as a cost, but as a strategic edge. Show them how tech can differentiate their business.
MSPs have always done well even in down years because businesses view them as a utility. They might delay upgrades, but they don’t drop core services. In some cases, they outsource more. That’s an opportunity.
What Can the Vendor Community Do Better to Help Grow the Channel?
Lippie: Stop building shelfware. Focus on delivering outcomes, not just features. Help MSPs increase profits and win more business.
What Motivates You Most in Building for the MSP Community?
Lippie: I want to build things that actually move the needle. That let MSPs take on more clients, deliver better service, and grow profitably.
What Should Success Look Like — for MSPs and for Kaseya — by the End of 2025?
Lippie: We helped MSPs generate incremental revenue and dramatically improve their profits. That’s success for both of us.
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