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.
