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.