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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. You will develop a strong understanding of each client's business objectives, priorities, and challenges, identifying opportunities to expand Napkyn's relationship with the client. The ideal candidate is an exceptional organizer and communicator comfortable managing both clients and internal teams, anticipating needs, creating clarity, and ensuring follow-through and accountability.
Responsibilities
- Manage the day-to-day operations of a portfolio of client accounts and projects, ensuring engagements are organized, on schedule, within scope and budget, and aligned with client expectations.
- Own project planning and administration from kickoff through completion, translating Statements of Work into actionable project plans.
- Establish and maintain project timelines, milestones, tasks, owners, dependencies, budgets, and documentation.
- Drive ongoing account team activities, proactively following up on commitments, identifying at-risk work, resolving blockers, and escalating issues.
- Ensure internal teams understand priorities, responsibilities, deadlines, and upcoming client commitments.
- Manage regular communication cadence, including scheduling meetings, developing agendas, coordinating presentations, documenting decisions, and providing follow-up.
- Serve as a consistent day-to-day client point of contact for project status, timelines, and coordination.
- Actively manage project scope, budget, effort, resource utilization, timelines, dependencies, and risks.
- Identify when work exceeds planned time or capacity and drive necessary decisions or escalations.
- Coordinate incoming client requests, assess their impact, and identify when changes to scope, timelines, budget, or resourcing are required.
- Develop sufficient understanding of technical work to manage project requirements, dependencies, risks, and client expectations.
- Work closely with technical specialists and subject-matter experts.
- Help ensure a consistent and professional client experience through strong project management practices, clear communication, and accountability.
- Identify opportunities to make Napkyn's project management practices more consistent, durable, and efficient.
Requirements
- Proven experience in client-facing project or account management within a consulting, agency, professional services, or technical services environment.
- Experience managing multiple concurrent engagements.
- Experience building trusted relationships with client and internal stakeholders.
- Experience managing a mix of project-based and ongoing, retainer, or subscription-based client engagements.
- Comfortable with technical concepts and terminology.
- Ability to develop sufficient understanding of underlying work to independently manage requirements, dependencies, timelines, risks, and client expectations.
- Demonstrated ability to build and manage project plans, translating project scope and technical inputs into clear tasks, milestones, owners, dependencies, timelines, and deliverables.
- Strong sense of ownership and accountability for project outcomes.
- 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 follow up on commitments, identify delays and blockers, and have direct conversations when commitments or timelines are at risk.
- Excellent client communication, presentation, and meeting facilitation skills.
- 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.
- Ability to anticipate project risks, determine when coordination or escalation is required, and take action before issues negatively affect delivery or client experience.
- Demonstrated ability to manage competing priorities across multiple accounts and shared resources.
- Proactively surface conflicts, work with stakeholders to establish reasonable trade-offs and priorities, and escalate when competing commitments put successful delivery at risk.
- Strong commercial awareness, particularly in consulting and subscription-based engagements.
- Understanding of how scope, effort, capacity, utilization, and resource allocation affect project economics.
- Ability to actively manage these considerations alongside timelines and client expectations.
- Recognize when requests require changes to scope, budget, or resourcing.
- Strong curiosity about client goals.
- Ability to understand clients' business objectives, priorities, and evolving needs.
- Recognize opportunities for additional services or future work.
- Proactively surface opportunities to Client Success.
- Continuous improvement mindset.
- Ability to make project management practices more consistent, efficient, and scalable.
- Apply processes pragmatically and avoid unnecessary administrative overhead.
- Experience with project management platforms and best practices is preferred.
Skills
- Project management
- Client relationship management
- Account management
- Communication
- Organization
- Problem-solving
- Time management
- Scope management
- Budget management
- Risk management
- Stakeholder management
- Meeting facilitation
- Presentation skills
- Commercial awareness
- Technical understanding (data, analytics, MarTech)
Location
- Remote - based in Canada
Work Type
- Remote
- Full-time
Experience Level
- Proven experience in client-facing project or account management
- Experience managing multiple concurrent engagements
- Experience managing a mix of project-based and ongoing, retainer, or subscription-based client engagements
About the Company
- Napkyn is 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.
- Kepler prides itself on being a great place to work, recognized as the #7 Best Place to Work by AdAge.
- Kepler is transparent with employees regarding company financials, bonus goals, and challenges.
- Kepler offers unparalleled growth opportunities and a role in shaping the company's direction.
- Kepler fosters a fun, authentic, empathetic, and dynamic work environment with opportunities to learn from industry leaders.
- Kepler provides opportunities to join Employee Resource Groups, DEI initiatives, and altruism efforts.
Equal Opportunity
- 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.