Director of Customer Success

Bluefish Labs; New York (NY); Hybrid; USD 180,000 - 250,000; Full time

Job summary

Bluefish Labs in New York seeks a Director of Customer Success to scale value delivery across our enterprise customer base. You’ll be a player-coach, owning a portfolio of strategic accounts while building and guiding a growing CS team.

You’ll translate strategy into execution, define onboarding and adoption playbooks, and partner with Sales, Product, Marketing, Services and Growth to drive measurable outcomes. This is a hands-on leadership role at a fast-moving AI mar-tech company.

Qualifications

• 10+ years in customer success, account management or strategic partnerships.
• At least 5+ years in people management of CS teams.
• Proven track record building high-performing CS teams serving enterprise accounts.
• Ability to own and deliver value across a portfolio of enterprise accounts.
• Strong analytical skills and data-driven decision making.
• Excellent communicator with executives at Fortune 500+ accounts.
• Startup-ready mentality with bias toward action and ambiguity tolerance.

Responsibilities

• Lead, coach, and develop a team of Strategic CS Leads and CS Managers across industry verticals.
• Partner with the Head of CS to translate strategy into execution plans, goals, and operating rhythms.
• Operate as a player-coach with a portfolio of strategic enterprise accounts to drive outcomes.
• Define and scale onboarding, account planning, value communication, and product adoption practices.
• Act as executive sponsor for customers and manage executive relationships as needed.
• Collaborate cross-functionally with Sales, Product, Marketing, Services and Growth.
• Ensure high-quality execution by establishing processes, rhythms, and performance expectations.
• Synthesize learnings to refine value delivery, playbooks, and identify risks.
• Contribute to hiring, onboarding, and scaling the CS organization.

Skills

Customer success leadership

People management

Enterprise accounts management

Data-driven decision making

Forecasting / KPIs

Executive communication

Startup mindset

Job description

About the Position:

We are looking for aDirector of Customer Successto scale how Bluefish delivers value across our enterprise customer base. This role is foundational to building a scalable model that ensures customers consistently realize measurable outcomes. In this role, you will operate as a player-coach as we grow the team—directly owning a portfolio of strategic accounts while supporting hiring, management and development of a team of Strategic Customer Success Leads and Customer Success Managers. Building on the foundation established byourHead of Customer Success,you will ensure that team execution translates directly into measurable business outcomes and help define how Customer Success operates at Bluefish.

What You’ll Be Doing

• 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 nurturing team career growth.
• Partner closely with the Head of Customer Success to translate Customer Success strategy into clear execution plans, team goals, and operating rhythms.
• Operate as a player-coach while building the team by directly owning a portfolio of strategic enterprise accounts, ensuring customers achieve measurable business outcomes and long-term value.
• Define and scale best practices for client onboarding, account planning, value communication, and approaches to product adoption and customer engagement.
• Serve as executive sponsor for customers, supporting executive-level relationships when needed.
• Collaborate cross-functionally with Sales, Product, Marketing, Services and Growth to ensure alignment on priorities and go-to-market initiatives.
• Ensure consistent, high-quality execution across accounts by establishing clear processes, operating rhythms, and performance expectations for the team.
• Synthesize learnings across accounts and team members to refine how Bluefish delivers value—evolving playbooks, identifying systemic risks, and shaping the future of the Customer Success function.
• Contribute to hiring, onboarding, and team design as the Customer Success organization continues to scale.

Qualifications

• 10+ years of experience in customer success, account management, or strategic partnerships in SaaS, ad tech, or marketing technology, with at least 5+ years in people management.
• Proven track record of building and developing 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 account health metrics, KPIs, and forecasting.
• Excellent communicator with the ability to influence at all levels—from internal partners to senior executives at Fortune 500 accounts.
• Startup-ready mentality with a bias toward action, comfort with ambiguity, and enthusiasm for building from the ground up.

About Bluefish:

Bluefish believes that AI represents the next major chapter of the internet – and that consumers will increasingly use AI to consume information and media online. On this new AI internet, brands will need new tools and technologies to tell their stories to consumers online – and a new marketing ecosystem will be created around AI. Bluefish is building the platform that helps brands engage consumers on this new AI channel, with powerful enterprise tools to manage AI brand safety and engage consumers with thoughtful and personalized AI marketing experiences.

The Bluefish team is a tight-knit group of mar-tech industry veterans who previously helped build foundational ad-tech platforms now owned by Meta and Microsoft. Bluefish, the leading AI marketing platform for the Fortune 500, recently announced a $20M Series A funding round led by NEA, with participation from Salesforce Ventures. Additional investors include Crane Venture Partners, Swift Ventures, and Bloomberg Beta. We are a globally distributed team, with business operations based in New York City and engineering based in Berlin.

Why Bluefish & Our Values:

• Unique opportunity to join on the ground floor of a fast-moving startup building at the center of AI
• Tackle challenging and abstract problems while disrupting the $300BN legacy mar-tech industry
• Join an experienced high-performing team where you will have immediate ownership and impact
• Experience a true meritocracy with significant career growth upside as the business scales

Our Values:

• Demonstrated grit and resourcefulness—you find creative solutions, adapt quickly, and aren’t afraid to roll up your sleeves in a fast-paced, evolving environment.
• Thoughtful and strategic thinker with the ability to anticipate needs, ask the right questions, and deliver insights that truly drive value.
• Proven ability to collaborate across functions and roles, fostering open communication and shared ownership of outcomes.
• Commitment to craftsmanship—you take pride in delivering high-quality work, paying attention to the small details while keeping the big picture in mind.
• Self-starter with a proactive mindset and a strong sense of accountability—able to drive projects forward independently while staying aligned with team goals.
• Comfortable navigating ambiguity and learning new tools, processes, or technologies to get the job done.