Scaled Customer Success Lead

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.

What You’ll Be Doing:
• 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.

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

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 collaborate across functions and roles, fostering open communication and shared ownership of outcomes.
• Commitment to craftsmanship—you take pride in delivering high-quality work, paying attention to the small details while keeping the big picture in mind.
• Self-starter with a proactive mindset and a strong sense of accountability—able to drive projects forward independently while staying aligned with team goals.
• Comfortable navigating ambiguity and learning new tools, processes, or technologies to get the job done.