Director, Enterprise Customer Success & Growth

bluefishai; New York (NY); On-site; USD 180,000 - 270,000; Full time

Job summary

Bluefish is seeking a Director of Customer Success to scale value delivery for our enterprise customers. You will lead a player-coach team, owning strategic accounts while building a scalable CS function with onboarding, adoption, and value communication best practices.

You will partner with senior leadership to translate strategy into actionable plans, drive KPIs, and mentor a growing CS team across industry verticals, ensuring measurable outcomes and long-term customer value.

Qualifications

• 10+ years in customer success, account management, or strategic partnerships in SaaS, ad tech, or marketing tech, with at least 5+ years in people management.
• Proven track record building high-performing CS teams that operate as strategic partners to clients.
• Proven ability to own and deliver value across a portfolio of enterprise accounts in high-touch, relationship-driven environments.
• Demonstrated ability to build operating frameworks and team processes from the ground up in a scaling organization.
• Strong analytical skills and comfort with data-driven decision-making, including KPIs and forecasting.
• Excellent communicator with ability to influence at all levels—from internal partners to senior executives at Fortune 500 accounts.
• Startup-ready mentality with bias toward action, comfort with ambiguity, and enthusiasm for building from the ground up.

Responsibilities

• Lead, coach, and develop a team of Strategic Customer Success Leads and Customer Success Managers aligned to specific industry verticals, setting a high bar for customer impact and team growth.
• Partner with the Head of Customer Success to translate strategy into execution plans, goals, and operating rhythms.
• Operate as a player-coach while owning a portfolio of strategic enterprise accounts to ensure measurable business outcomes.
• Define and scale best practices for onboarding, account planning, value communication, and product adoption.
• Serve as executive sponsor for customers and manage executive-level relationships as needed.
• Collaborate cross-functionally with Sales, Product, Marketing, Services and Growth on priorities and GTM initiatives.
• Establish consistent processes and performance expectations to ensure high-quality execution across accounts.
• Synthesize learnings to refine value delivery and identify systemic risks and future CS playbooks.
• Contribute to hiring, onboarding, and team design as the CS organization scales.

Skills

Leadership

Customer success strategy

Enterprise accounts

Data-driven decision making

Cross-functional collaboration

Team coaching

Executive communication

Job description

Bluefish is seeking a Director of Customer Success to scale value delivery for our enterprise customers. You will lead a player-coach team, owning strategic accounts while building a scalable CS function with onboarding, adoption, and value communication best practices.

You will partner with senior leadership to translate strategy into actionable plans, drive KPIs, and mentor a growing CS team across industry verticals, ensuring measurable outcomes and long-term customer value.