Head of Customer Success owning strategic accounts and support operations for a SaaS vendor marketplace. Leading teams, onboarding, health scoring, renewals, and expansion.
About the role
- Customer Success Manager managing client projects and accounts for Napkyn, a full-stack Google marketing partner. Coordinating delivery, budgets, timelines, risks, and client relationships.
Responsibilities
- Organize, coordinate, and manage the day-to-day operations of Napkyn client engagements
- Develop an understanding of clients’ business objectives, priorities, challenges, and active workstreams
- Identify and surface opportunities to expand client relationships, including new projects, additional services, and emerging needs
- Manage project planning and administration from kickoff through completion
- Translate Statements of Work and team input into actionable project plans
- Maintain timelines, milestones, tasks, owners, dependencies, budgets, and documentation
- Drive account-team activities by following up on commitments, identifying overdue or at-risk work, resolving blockers, and escalating issues
- Ensure internal teams understand priorities, responsibilities, deadlines, and client commitments
- Manage internal and external communication cadences, meetings, agendas, status updates, presentations, deliverables, decisions, and action items
- Serve as a day-to-day client contact for project status, timelines, coordination, and operational matters
- Manage project scope, budget, effort, resource utilization, timelines, dependencies, and risks
- Coordinate incoming client requests and assess impacts on scope, timelines, budget, and resourcing
- Work with technical specialists and subject-matter experts to manage requirements, dependencies, risks, and client expectations
- Improve Napkyn’s project management practices for consistency, durability, and efficiency
Requirements
- Proven experience in client-facing project or account management within a consulting, agency, professional services, or technical services environment
- Experience managing multiple concurrent engagements and building trusted relationships with clients and internal stakeholders
- Experience managing project-based and ongoing, retainer, or subscription-based client engagements
- Experience managing data, analytics, MarTech, or similarly technology-focused engagements is strongly preferred
- Comfort with technical concepts and terminology; deep hands-on technical expertise is not required
- Demonstrated ability to build and manage project plans, including tasks, milestones, owners, dependencies, timelines, and deliverables
- Strong ownership and accountability for project outcomes
- 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 skills
- Ability to manage competing priorities across multiple accounts and shared resources
- Strong commercial awareness regarding scope, effort, capacity, utilization, and resource allocation
- Ability to understand client objectives and identify opportunities for additional services or future work
- Continuous improvement mindset
- Experience with project management platforms and best practices is preferred
Benefits
- Unparalleled growth opportunities
- Option to join Employee Resource Groups, DEI initiatives, and altruism efforts
- Accommodations available upon request for applicants with disabilities
- Commitment to diversity of background, thought, and experience
- Transparent updates on company financials, bonus goals, and company challenges
- Opportunity to work with and learn from industry experts
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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