Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for clients joining the Ignite program, establishing expectations regarding processes, timelines, and deliverables.

• Oversee the onboarding process for clients and facilitate the use of Incubeta's proprietary creative delivery portal.

• Validate project scope and requirements prior to briefing the Creative Delivery team.

• Guide each client through the Ignite delivery process, from brief intake to final asset delivery and relationship transition.

• Manage milestone calendars and identify bottlenecks in approvals, asset submissions, or internal turnaround times.

• Keep clients informed with regular communications, including status updates, review cycles, and next steps.

• Coordinate efforts between clients, strategy, and the Creative Delivery team.

• Convert client briefs and feedback into precise production instructions.

• Monitor creative output and oversee revision cycles.

• Raise any scope, quality, or capacity concerns before timelines are jeopardized.

• Oversee financial checkpoints, including budget allocation, expenditure tracking, and escalation of potential overruns.

• Collaborate with Creative Delivery and Finance to verify production costs prior to project approval.

• Maintain up-to-date financial statuses across the portfolio for leadership reporting.

• Assess engagement health, satisfaction, responsiveness, and risk indicators throughout the portfolio.

• Proactively address accounts experiencing friction or disengagement.

• Alert account/sales owners to signals for expansion or retention without being responsible for commercial conversion.

• Manage final asset delivery, client sign-offs, documentation, approvals, and financial reconciliations.

• Document insights to enhance future processes and improve the portal experience.

⛳️ Requirements

• 4–7 years of experience in client management, project/program management, or account coordination in digital marketing, creative production, or agency settings.

• Experience in creative teams or creative delivery, particularly in video production.

• Proven ability to manage multiple concurrent projects or accounts in a volume-driven delivery environment.

• Comfortable onboarding clients to proprietary platforms, portals, or workflow tools, and resolving basic platform issues.

• Familiarity with budget and scope tracking for project-based initiatives.

• Capable of overseeing financial checkpoints and identifying risks.

• Exceptional written and verbal communication skills.

• Confident in setting expectations and managing timelines directly with clients.

• Experience in a media agency, especially in relation to YouTube or programmatic channels.

• Practical understanding of YouTube creative best practices, including Google's ABCD framework.

• Comprehension of video-first demand generation strategies.

• No employment visa sponsorship will be provided upon hire or in the future.

🏝️ Benefits

• Opportunities for increased earnings over time based on individual and company performance.

• Initial salary offers determined by location, relevant expertise, and experience.