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.