Customer Success Manager in Winnipeg

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.
• We're transparent with our employees.
• We're growing.
• We're fun, authentic, empathetic, and ever-in-motion.
• We're human.

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:

• 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.
• 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.
• You will actively manage project scope, budget, effort, resource utilization, timelines, dependencies, and risks.
• 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 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.

Preferred Skills & Experience:

• A dynamic, personable, and highly organized project and relationship manager who brings energy, initiative, sound judgment, and a strong sense of ownership to their work.
• 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.
• A continuous improvement mindset.
• Experience with project management platforms and best practices is preferred.

Location: Remote - based in Canada

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.