Customer Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Organize, coordinate, and oversee the daily operations of client engagements at Napkyn.

• Cultivate an understanding of clients’ business goals, priorities, challenges, and ongoing workstreams.

• Identify and highlight opportunities to enhance client relationships, including new projects, additional services, and emerging needs.

• Manage project planning and administration from initiation to completion.

• Convert Statements of Work and team feedback into practical project plans.

• Maintain timelines, milestones, tasks, owners, dependencies, budgets, and necessary documentation.

• Propel account team activities by following up on commitments, pinpointing overdue or at-risk tasks, resolving obstacles, and escalating issues as needed.

• Ensure internal teams are aware of priorities, responsibilities, deadlines, and client commitments.

• Oversee internal and external communication rhythms, meetings, agendas, status updates, presentations, deliverables, decisions, and action items.

• Act as the main client contact for project status, timelines, coordination, and operational issues.

• Manage project scope, budget, effort, resource usage, timelines, dependencies, and risks.

• Coordinate incoming client requests and evaluate their impact on scope, timelines, budget, and resources.

• Collaborate with technical specialists and subject-matter experts to manage requirements, dependencies, risks, and client expectations.

• Enhance Napkyn’s project management methodologies for consistency, durability, and efficiency.

⛳️ Requirements

• Proven experience in client-facing project or account management within a consulting, agency, professional services, or technical services setting.

• Experience in managing multiple simultaneous engagements and fostering trusted relationships with clients and internal stakeholders.

• Background in managing project-based and ongoing, retainer, or subscription-based client engagements.

• Experience in managing data, analytics, MarTech, or similarly technology-focused engagements is highly preferred.

• Comfort with technical concepts and terminology; deep hands-on technical expertise is not a requirement.

• Demonstrated capability to build and manage project plans, encompassing tasks, milestones, owners, dependencies, timelines, and deliverables.

• Strong sense of ownership and accountability for project results.

• Ability to drive accountability and follow-through across cross-functional teams and client stakeholders.

• Excellent client communication, presentation, and meeting facilitation skills.

• Strong judgment and problem-solving abilities.

• Capacity to manage competing priorities across multiple accounts and shared resources.

• Strong commercial awareness regarding scope, effort, capacity, utilization, and resource allocation.

• Ability to comprehend client objectives and recognize opportunities for additional services or future work.

• A mindset geared towards continuous improvement.

• Familiarity with project management platforms and best practices is preferred.

🏝️ Benefits

• Unmatched growth opportunities.

• Option to participate in Employee Resource Groups, DEI initiatives, and altruism endeavors.

• Accommodations available upon request for applicants with disabilities.

• Commitment to diversity in background, thought, and experience.

• Transparent updates regarding company financials, bonus goals, and company challenges.

• Opportunity to work alongside and learn from industry experts.