Customer Success Manager

Napkyn Summary: 

We believe in a world where data stimulates growth, creativity and inspiration. A world where people and technology work in concert to create new outcomes, new opportunities, and new customer connections.
We believe that data, harnessed properly, can spark powerful consumer insights, business transformation and marketing innovation.
We are a full stack Google partner with a 14 year track record of delivering solutions to leading brands across multiple industries. 

As a Kepler Group company, Napkyn draws from Kepler's strategic, technology- and data-driven marketing expertise to provide world-class Google marketing support.

The Napkyn team is guided by Kepler’s values:

• Kepler prides itself on being a great place to work.  In fact, we’re proud to share that AdAge just recognized Kepler as the #7 Best Place to Work”, validating our investment in our team and our clients.
• We're transparent with our employees. You'll hear updates on company financials, how we're performing against bonus goals, and how we're responding to challenges we face. 
• We're growing. For you, that means unparalleled growth opportunities and a role in shaping the direction of the company. 
• We're fun, authentic, empathetic, and ever-in-motion. You'll work with and learn from the smartest people in the industry and have a blast doing it. 
• We're human. You'll have an option to join Employee Resource Groups, DEI initiatives, and altruism efforts to bring positive societal impact.

About the role:

The Customer Success Manager is responsible for the organization, coordination, and day-to-day management of Napkyn's client engagements. This role ensures that projects and account teams have the structure, communication, documentation, and follow-through required to deliver excellent work efficiently.

Working in our Consulting & Delivery team, you will develop a strong understanding of each client's business objectives, priorities, challenges, and active workstreams. Through regular client interactions and visibility into ongoing project work, you will identify and surface opportunities to expand Napkyn's relationship with the client, including new projects, additional services, or emerging needs. You will partner with our Client Success team to ensure these opportunities are communicated early and have the context needed for appropriate follow-up, scoping, and commercial conversations.

The ideal candidate is an exceptional organizer and communicator who is comfortable managing both clients and internal teams. They anticipate what needs to happen, create clarity across complex engagements, and are persistent about follow-through and accountability. They are equally comfortable leading a client status meeting, organizing a project plan, following up on an overdue deliverable, or coordinating internally to resolve an issue before it affects the client.

Primary Responsibilities

As a Customer Success Manager, you will manage the day-to-day operations of a portfolio of client accounts and projects, working within our Consulting & Delivery team to ensure engagements remain organized, on schedule, within scope and budget, and aligned with client expectations.

You will own project planning and administration from kickoff through completion, translating Statements of Work and input from the team into clear and actionable project plans. You will establish and maintain project timelines, milestones, tasks, owners, dependencies, budgets, and documentation, ensuring project management systems remain accurate and provide a reliable view of project health.

You will drive the ongoing activities of each account team, proactively following up on commitments, identifying overdue or at-risk work, resolving organizational blockers, and escalating issues when necessary. You will ensure internal teams understand priorities, responsibilities, deadlines, and upcoming client commitments. When priorities or resource requirements conflict across engagements, you will surface those conflicts early and work with stakeholders to establish reasonable trade-offs and keep delivery on track.

You will manage the regular communication cadence for your projects and accounts, including scheduling and facilitating internal and external meetings, developing agendas and status updates, coordinating presentations and deliverables, documenting decisions and action items, and providing clear and timely follow-up. You will serve as a consistent day-to-day point of contact for clients on project status, timelines, coordination, and other operational matters.

Throughout each engagement, you will actively manage project scope, budget, effort, resource utilization, timelines, dependencies, and risks. You will identify when work is consuming more time or capacity than planned and drive the decisions or escalations required to protect delivery timelines, project economics, and team capacity. You will coordinate incoming client requests, assess their impact with the appropriate team members, and identify when requests require changes to scope, timelines, budget, or resourcing.

You will develop enough understanding of the underlying technical work to effectively manage project requirements, dependencies, risks, and client expectations. You will work closely with technical specialists and subject-matter experts, involving them when their expertise or decision-making is required while independently owning the ongoing management of the engagement.

You will help ensure a consistent and professional client experience across Napkyn engagements by maintaining strong project management practices, clear communication, and accountability for both internal teams and clients. You will also identify opportunities to make Napkyn's project management practices more consistent, durable, and efficient, applying processes pragmatically and avoiding unnecessary administrative overhead.

Preferred Skills & Experience

• A dynamic, personable, and highly organized project and relationship manager who brings energy, initiative, sound judgment, and a strong sense of ownership to their work.
• Proven experience in client-facing project or account management within a consulting, agency, professional services, or technical services environment, managing multiple concurrent engagements and building trusted relationships with client and internal stakeholders.
• Experience managing a mix of project-based and ongoing, retainer, or subscription-based client engagements, with an understanding of how priorities, capacity, scope, and budgets must be managed across different engagement models.
• Experience managing data, analytics, MarTech, or similarly technology-focused engagements is strongly preferred. Candidates should be comfortable with technical concepts and terminology and able to develop sufficient understanding of the underlying work to independently manage requirements, dependencies, timelines, risks, and client expectations while recognizing when technical expertise or escalation is required. Deep hands-on technical expertise is not required.
• Demonstrated ability to build and manage project plans, translating project scope and technical inputs into clear tasks, milestones, owners, dependencies, timelines, and deliverables and keeping those plans current throughout an engagement.
• A strong sense of ownership and accountability for project outcomes, with a focus on getting work across the finish line to agreed-upon quality standards, on time, within scope, and within budget.
• Demonstrated ability to drive accountability and follow-through across cross-functional teams and client stakeholders, proactively following up on commitments, identifying delays and blockers, and having direct conversations when commitments or timelines are at risk.
• Excellent client communication, presentation, and meeting facilitation skills, with the ability to translate complex or technical information into clear communications, lead effective client meetings, manage expectations, and drive clear decisions, actions, owners, and deadlines. 
• Strong judgment and problem-solving skills, with the ability to anticipate project risks, determine when coordination or escalation is required, and take action before issues negatively affect delivery or the client experience.
• Demonstrated ability to manage competing priorities across multiple accounts and shared resources, proactively surfacing conflicts, working with stakeholders to establish reasonable trade-offs and priorities, and escalating when competing commitments put successful delivery at risk.
• Strong commercial awareness, particularly in consulting and subscription-based engagements, with an understanding of how scope, effort, capacity, utilization, and resource allocation affect project economics. Able to actively manage these considerations alongside timelines and client expectations and recognize when requests require changes to scope, budget, or resourcing.
• Strong curiosity about client goals, with the ability to understand clients' business objectives, priorities, and evolving needs; recognize opportunities for additional services or future work; and proactively surface those opportunities to Client Success.
• A continuous improvement mindset, with the ability to make project management practices more consistent, efficient, and scalable while applying processes pragmatically and avoiding unnecessary administrative overhead.
• Experience with project management platforms and best practices is preferred.

Location: Remote - based in Canada

Napkyn  welcomes and encourages applications from people with disabilities.  Accommodations are available upon request for applicants in all aspects of the selection process. We are committed to diversity of background, thought and experience, and we work to create an environment in which all our employees thrive by bringing their authentic self to work.

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