Customer Success Manager

Kansys

Customer Success Manager guiding customers through adoption and success of billing software at Kansys. Collaborating with teams to ensure exceptional service delivery and identifying service improvement opportunities.

Posted 4/18/2026full-timeRemote • Florida, Illinois, North Carolina, Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Health insurance
Professional development
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Service Level AgreementsKey Performance Indicatorsprocess enhancementscustomer service reviewssupport ticketing systemscomplex system environmentsservice improvementscustomer transition management

Soft Skills

relationship buildingcommunication skillsrisk identificationstakeholder managementorganizational skillsprioritizationcustomer challenge management