Scaled Customer Success Lead

Bluefish AI • New York, NY

6d

About The Position

We are looking for a Scaled Customer Success Lead to shape and scale how Bluefish delivers customer value across multiple markets and teams within each customer’s organization. This role is foundational to building a repeatable CS approach that balances strong customer relationships with technology-enabled delivery.
In this role, you will directly own value delivery outcomes for a large, multi-market book of business, using a mix of client-facing engagement and scalable CS programs rather than traditional 1:1 account management alone. You’ll partner closely with Account Leads and cross-functional teams to ensure customers consistently realize value, while feeding real-world insights back into how the broader CS team operates.

Requirements

• 5+ years of experience in account management, client success, or strategic partnerships—ideally in a SaaS or marketing tech environment.
• Proven experience delivering value to enterprise customers, while thinking beyond 1:1 engagement toward scalable models.
• Demonstrated ability to design, run, and iterate on customer programs (office hours, webinars, enablement, lifecycle motions).
• Comfortable working with data, usage signals, and customer feedback to inform decisions and improve outcomes.
• Strong communication and facilitation skills, with confidence engaging diverse customer stakeholders and leading sessions for large audiences.
• Highly collaborative, with experience working cross-functionally across Product, Sales, CS Ops, Growth, Services and Sales.
• Systems-oriented mindset—able to spot patterns across customers, document learnings, and translate insights into repeatable processes and playbooks.
• Startup-ready mentality with a bias toward action, comfort with ambiguity and enthusiasm for building from the ground up.

Nice To Haves

• Experience with AI-driven platforms, Martech stacks, or complex SaaS products is a strong plus

Responsibilities

• Own value delivery for a large, multi-market book of business, ensuring users reach meaningful value milestones through a mix of direct engagement and scaled programs.
• Design and run 1:few and 1:many customer touchpoints, including client office hours, training webinars, and value-focused sessions that drive adoption and product understanding.
• Partner closely with Account Leads to ensure scaled programs reinforce global business goals, renewals, and expansion efforts.
• Help define and refine persona-based value goals and success patterns, translating customer insights from your book of business into repeatable enablement assets and playbooks for the broader customer base.
• Collaborate cross-functionally with Product, CS Ops, Growth, Services, Sales and Support to deliver a seamless customer experience.
• Monitor program effectiveness using usage data and customer feedback to continuously improve outcomes.
• Translate risk signals into effective multi-medium mitigation strategies that address adoption gaps and improve retention outcomes.
• Develop and maintain excellent knowledge of the Bluefish product and AI ecosystem to strategically advise customers and contribute to thought leadership.

Benefits

• 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

What This Job Offers

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