Director of Customer Success

The role

The Director of Customer Success will lead, coach, and develop a team of Strategic Customer Success Leads and Customer Success Managers. This player-coach role involves owning a portfolio of strategic enterprise accounts and building scalable models for customer value.

What you will do

• Lead, coach, and develop a team of Strategic Customer Success Leads and Customer Success Managers
• Partner with the Head of Customer Success to translate strategy into execution plans and team goals
• Operate as a player-coach by directly owning a portfolio of strategic enterprise accounts
• Define and scale best practices for client onboarding, account planning, and product adoption
• Serve as executive sponsor for customers
• Collaborate cross-functionally with Sales, Product, Marketing, Services and Growth
• Establish clear processes, operating rhythms, and performance expectations for the team
• Synthesize learnings to refine playbooks and identify systemic risks
• Contribute to hiring, onboarding, and team design

Required qualifications

• 10+ years of experience in customer success, account management, or strategic partnerships in SaaS, ad tech, or marketing technology
• At least 5+ years in people management
• Proven track record of building and developing high-performing CS teams
• Proven ability to own and deliver value across a portfolio of enterprise accounts
• Demonstrated ability to build operating frameworks and team processes from the ground up
• Strong analytical skills and comfort with data-driven decision-making
• Excellent communicator with the ability to influence at all levels
• Startup-ready mentality with a bias toward action and comfort with ambiguity

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
• Immediate ownership and impact
• Experience a true meritocracy with significant career growth upside

About the company

Bluefish is an AI marketing platform for the Fortune 500 that helps brands engage consumers on an AI channel. The team consists of mar-tech industry veterans and is a globally distributed team with operations in New York City and engineering in Berlin.