Customer Success Manager
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Job Description
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.
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.
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)
- Telecom billing or digital industry experience and billing software is a plus.
Benefits:
- Health insurance
- Professional development
- Remote work options
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