[Hiring] Customer Success Manager @Kepler Group

Role Description

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.
• Identify and surface opportunities to expand Napkyn's relationship with the client, including new projects, additional services, or emerging needs.
• 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.
• Anticipates what needs to happen and creates clarity across complex engagements.
• Is persistent about follow-through and accountability.
• Is 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.

Qualifications

• A dynamic, personable, and highly organized project and relationship manager.
• Proven experience in client-facing project or account management within a consulting, agency, professional services, or technical services environment.
• Experience managing a mix of project-based and ongoing, retainer, or subscription-based client engagements.
• Experience managing data, analytics, MarTech, or similarly technology-focused engagements is strongly preferred.
• Demonstrated ability to build and manage project plans, translating project scope and technical inputs into clear tasks, milestones, owners, dependencies, timelines, and deliverables.
• A strong sense of ownership and accountability for project outcomes.
• Excellent client communication, presentation, and meeting facilitation skills.
• Strong judgment and problem-solving skills.
• Demonstrated ability to manage competing priorities across multiple accounts and shared resources.
• Strong commercial awareness, particularly in consulting and subscription-based engagements.
• Strong curiosity about client goals and the ability to recognize opportunities for additional services or future work.
• A continuous improvement mindset.
• Experience with project management platforms and best practices is preferred.

Requirements

• Manage the day-to-day operations of a portfolio of client accounts and projects.
• Own project planning and administration from kickoff through completion.
• Drive the ongoing activities of each account team.
• Manage the regular communication cadence for your projects and accounts.
• Actively manage project scope, budget, effort, resource utilization, timelines, dependencies, and risks.
• Develop enough understanding of the underlying technical work to effectively manage project requirements.
• Help ensure a consistent and professional client experience across Napkyn engagements.

Benefits

• Transparent communication about company financials and performance.
• Unparalleled growth opportunities and a role in shaping the direction of the company.
• Participation in Employee Resource Groups, DEI initiatives, and altruism efforts.

Company Description

Napkyn believes in a world where data stimulates growth, creativity, and inspiration. We are a full stack Google partner with a 14-year track record of delivering solutions to leading brands across multiple industries.

The Napkyn team is guided by Kepler’s values:

• We’re proud to be recognized as one of the Best Places to Work.
• We’re fun, authentic, empathetic, and ever-in-motion.
• We’re committed to diversity of background, thought, and experience.