Customer Success Manager

Incubeta is an AI-powered, end-to-end marketing agency that helps ambitious brands drive sustainable growth through integrated media, creative, data, and technology. The Customer Success Manager will lead client onboarding, delivery coordination, financial checkpoints, portfolio health monitoring, and project closeout for a high-volume YouTube creative program. The role manages concurrent client engagements and ensures on-time, in-budget delivery and a consistently strong client experience.

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

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