Customer Success Manager

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Incubeta

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🍽️ Food & Beverage

🏥 Healthcare

Consulting • Food & Beverage • Healthcare

Incubeta is a company that provides comprehensive digital marketing solutions, focusing on URL shortening, QR code generation, and analytics. Their platform, the Bitly Connections Platform, helps businesses engage and connect with their audience through customizable and trackable links and QR codes. Incubeta's services cater to a wide range of industries including retail, consumer packaged goods, hospitality, media, and technology, offering tools for marketers, developers, and customer service teams. Their solutions are designed to enhance customer connections and engagement through efficient link management and advanced analytics.

📋 Description

• Serve as the primary point of contact for clients entering the Ignite program and set expectations on process, timelines, and deliverables • Lead client onboarding and adoption of Incubeta's proprietary creative delivery portal • Confirm project scope and requirements before briefing the Creative Delivery team • Run each client through the Ignite delivery process from brief intake to final asset and relationship handoff • Own milestone calendars and flag bottlenecks in approvals, asset submission, or internal turnaround • Maintain regular client communications through status updates, review cycles, and next steps • Coordinate between clients, strategy, and the Creative Delivery team • Translate client briefs and feedback into clear production direction • Track creative output and manage revision cycles • Escalate scope, quality, or capacity issues before timelines are at risk • Own finance checkpoints, including budget allocation, spend tracking, and overrun-risk escalation • Coordinate with Creative Delivery and Finance to confirm production costs before work is greenlit • Maintain current financial status across the portfolio for leadership reporting • Monitor engagement health, satisfaction, responsiveness, and risk signals across the portfolio • Intervene early on accounts showing friction or disengagement • Flag expansion or retention signals to account/sales owners without owning commercial conversion • Manage final asset delivery, client sign-off, documentation, approvals, and finance reconciliation • Capture learnings to improve future processes and portal experience

🎯 Requirements

• 4–7 years of experience in client management, project/program management, or account coordination within digital marketing, creative production, or an agency environment • Experience working in creative teams or creative delivery, specifically video • Experience managing multiple concurrent projects or accounts in volume-based delivery • 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 • Hands-on understanding of YouTube creative best practices, including Google's ABCD framework • Understanding of video-first demand generation strategies • No employment visa sponsorship is offered upon hire or in the future

🏖️ Benefits

• Opportunities to earn more over time based on individual and company performance • Initial offers determined by location, relevant knowledge, and experience