Customer Success Manager

Kansys

2d•Remote

About The Position

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. Lumine Group architects the future of connectivity in the communications and media industry by providing businesses with a global ecosystem of like-minded professionals, customers, and partners. Lumine takes root from the word “illuminate,” which reflects our mission to illuminate the potential of communications and media software businesses. We are buy-and-hold forever acquirers, meaning we never sell an acquired business. We believe in the businesses we acquire and the people behind them, and develop long-term, sustainable growth strategies. At Lumine, we believe the future is bright. Lumine Group is an equal opportunity employer, we recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, color, creed, national origin, gender, gender identity, gender expression, disability, marital status, veteran status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited.

Requirements

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)

Nice To Haves

Telecom billing or digital industry experience and billing software is a plus

Responsibilities

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.