Director of Customer Success

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

About the Position

We are looking for a Director of Customer Success to 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 by our Head 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 co