Customer Success Manager

Incubeta

1d•$8,000 - $10,000•Remote

About The Position

Incubeta is an AI-powered, end-to-end marketing agency that helps ambitious brands harness marketing as a driver of sustainable growth and long-term business success. We operate where marketing is often most disconnected—in the gaps between teams, partners, strategies, and technologies—turning complexity into coordinated action and measurable results. Our proprietary Seamless approach and technology connect media, creative, data, and technology into one integrated system. By removing the barriers that typically separate planning, production, activation, and measurement, we help brands unlock greater performance, efficiency, and profitability from their marketing investment. Established in 2001 and operating across 18 countries, we combine global reach with local expertise to help brands navigate an increasingly complex marketing landscape. This role is to lead a priority initiative within Incubeta's Creative offering. It helps small and medium-sized businesses elevate their demand generation and creative strategy in video, producing higher-quality, higher-variety creative assets aligned to marketing effectiveness principles and Google's ABCD framework, specifically for YouTube. We need an experienced program leader who is comfortable working in a fast-paced, high-volume environment with a lean scope to do great work. The program depends on a fixed, repeatable delivery model, running across roughly 20+ clients concurrently. Therefore the project requires a combination of project and client management expertise and creative production to make the process work for every client, every time. The Creative Production Manager owns the end-to-end delivery lifecycle for every client in the Ignite portfolio: onboarding them into the program, running them through Incubeta's proprietary creative delivery portal, coordinating output with the Creative Delivery team, managing internal finance checkpoints, monitoring client health, and structuring a seamless hand-over from the program to client service for on-going engagement. This is a high-volume, process-driven role with ownership of the success of each project. Success is measured by clean, on-time, in-budget delivery across the full portfolio, and by a consistently well-managed client experience. Commercial conversion (turning funded engagements into retained clients) sits outside this role's core mandate. The Program Manager surfaces expansion or risk signals to the account/sales owner but is not accountable for closing that revenue; the remit of this role is successful program delivery, as planned. Ensuring each client experiences high-quality work and a meaningful engagement with Incubeta. While creative strategy and creative production also sit outside of this role, the Creative Production Manager will be accountable for their successful delivery as part of the project.

Requirements

4–7 years in client management, project/program management or account coordination role within a digital marketing, creative production, or agency environment.
Experience working in creative teams or creative delivery, specifically video
Demonstrated experience managing a portfolio of multiple concurrent projects or accounts simultaneously: volume-based delivery, not single-account depth.
Comfortable onboarding clients to proprietary platforms, portals, or workflow tools, and troubleshooting basic platform issues.
Working knowledge of budget and scope tracking for project-based work; comfortable owning financial checkpoints and flagging risk.
Excellent written and verbal communication skills; confident setting expectations and managing timelines directly with clients.
Experience in a media agency, specifically with YouTube or programmatic channels
A hands-on understanding of YouTube creative best practices (specifically Google's ABCD framework) and video-first demand generation strategies.

Responsibilities

Serve as the primary point of contact for each client entering the Ignite program, setting expectations on process, timeline, and deliverables from day one.
Lead onboarding, oversight and adherence into Incubeta's proprietary creative delivery portal, ensuring clients understand briefing requirements, asset submission protocols, and review workflows.
Confirm each client's project scope and requirements are captured accurately before work is briefed to the Creative Delivery team.
Run each client through Incubeta's established Ignite delivery process end-to-end, from brief intake to final asset and relationship handoff.
Own the milestone calendar for every active engagement, proactively flagging bottlenecks in client approvals, asset submission, or internal turnaround.
Maintain a consistent communication cadence with clients throughout the engagement: status updates, review cycles, and next steps.
Act as the coordination point between clients, strategy and the Creative Delivery team, translating client briefs and feedback into clear direction for production.
Track creative output against program requirements and manage revision cycles.
Escalate scope, quality, or capacity issues to Creative Delivery leadership before they put timelines at risk.
Own the internal finance checkpoints for each client engagement: confirming budget allocation, tracking spend against the fixed scope, and flagging overrun risk.
Coordinate with Creative Delivery and Finance to confirm production costs are agreed and tracked before work is greenlit.
Maintain accurate, current financial status across the full portfolio for leadership reporting.
Track engagement health across the portfolio (responsiveness, satisfaction, and risk signals) and intervene early on accounts showing friction or disengagement.
Maintain a simple, consistent health-tracking view across all accounts so leadership has ongoing visibility into portfolio status.
Flag meaningful expansion or retention signals to the account/sales owner as they arise, without owning the commercial conversion itself.
Manage final asset delivery and client sign-off for each engagement.
Ensure documentation, approvals, and finance reconciliation are complete before closing a project.
Capture learnings from each closed engagement to improve process and portal experience for future clients.