Customer Success Manager

Kansys, is a part of Lumine Group, offering global reach, career development, and a collaborative culture. We are a growing billing software company and are looking for a Customer Success Manager to help our customers get the most value from our Managed Services. You’ll be the strategic partner guiding customers through adoption, performance, and long‑term success of our software while working closely with our Support, R&D, and Product teams to ensure exceptional service delivery.

This role is ideal for someone who thrives at the intersection of customer advocacy, service delivery, and continuous improvement. You’ll own key customer relationships, lead service reviews, manage escalations, and help shape how we deliver value across our portfolio.

Work Authorization Requirement

Please note that Kansys is unable to provide visa sponsorship. Applicants must be currently authorized to work in the United States on a full-time basis. We are not able to sponsor or take over sponsorship of employment visas now or in the future.

What You’ll Do

• Build strong, trusted relationships with customers and internal teams to ensure successful service delivery.
• Monitor and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ensuring commitments are met and communicated clearly.
• Identify risks to service performance and customer satisfaction, documenting and communicating them proactively.
• Lead customer escalations ensuring stakeholders are informed and aligned.
• Drive continuous improvement by defining and implementing process enhancements within Managed Services.
• Partner with Sales and Management to identify service expansion opportunities and support renewals.
• Communicate product and service roadmaps, translating updates into clear business value for customers.
• Conduct regular customer service reviews and ensure follow‑up actions are completed.
• Manage the transition of new customers from Professional Services into Managed Services.
• Create and deliver customer‑facing and internal presentations.

What You Bring

• 3+ years in a B2B managed service, service delivery, or customer success environment.
• Experience working with defined SLAs and reporting frameworks.
• Strong communication skills and the ability to manage customer challenges with confidence.
• Experience working in complex system environments with multiple integrations.
• A track record of identifying and delivering service improvements.
• Strong organizational skills with the ability to prioritize effectively.
• Experience with support ticketing systems, (e.g ClickUp, ServiceNow, Zendesk, etc)
• Telecom billing or digital industry experience and billing software is a plus

Location

• Full‑time, remote role.