Director of Customer Success

Bluefish AI • New York, NY

1d

About The Position

Bluefish is seeking a Director of Customer Success to scale how the company delivers value across its enterprise customer base. The role will build a scalable model that helps customers consistently realize measurable outcomes and will help define how Customer Success operates at Bluefish.

This is a player-coach role: the Director will directly own a portfolio of strategic enterprise accounts while supporting the hiring, management, and development of Strategic Customer Success Leads and Customer Success Managers. Working with the Head of Customer Success, the Director will turn strategy into execution and ensure team performance translates into measurable business outcomes.

Bluefish is building an AI marketing platform that helps brands engage consumers through AI, including tools for AI brand safety and personalized marketing experiences. It is a globally distributed team with business operations in New York City and engineering in Berlin.

Requirements

• 10+ years of experience in customer success, account management, or strategic partnerships in SaaS, ad tech, or marketing technology.
• At least 5+ years of people-management experience.
• A track record of building and developing high-performing Customer Success teams that act as strategic client partners.
• Experience owning and delivering value across enterprise account portfolios in high-touch, relationship-driven environments.
• 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 communication skills and the ability to influence internal partners and senior executives at Fortune 500 accounts.
• A startup-ready mentality, bias toward action, comfort with ambiguity, and enthusiasm for building from the ground up.

Responsibilities

• Lead, coach, and develop Strategic Customer Success Leads and Customer Success Managers aligned to industry verticals, setting expectations for customer impact and supporting team career growth.
• Partner with the Head of Customer Success to turn strategy into execution plans, team goals, and operating rhythms.
• Own a portfolio of strategic enterprise accounts and help customers achieve measurable business outcomes and long-term value.
• Define and scale best practices for client onboarding, account planning, value communication, product adoption, and customer engagement.
• Serve as an executive sponsor for customers and support executive-level relationships when needed.
• Collaborate with Sales, Product, Marketing, Services, and Growth on priorities and go-to-market initiatives.
• Establish processes, operating rhythms, and performance expectations to ensure consistent, high-quality account execution.
• Synthesize account and team learnings to evolve playbooks, identify systemic risks, and shape the Customer Success function.
• Contribute to hiring, onboarding, and team design as the Customer Success organization scales.

Benefits

• Opportunity to join a fast-moving startup building at the center of AI.
• Immediate ownership and impact as part of an experienced, high-performing team.
• Career growth opportunity as the business scales.
• Opportunity to tackle challenging problems and disrupt the legacy mar-tech industry.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed