Strategic Customer Success Lead

Strategic Customer Success Lead

New York, Hybrid

We are looking for a Strategic Customer Success Lead to shape and scale how Bluefish delivers value across Fortune 500 teams. This role is foundational to building a repeatable CS approach that balances deep product expertise with 1:1 strategic partnership.

In this role, you will directly manage a portfolio of strategic accounts and be responsible for ensuring they consistently realize value from Bluefish. You will serve as both a product expertconnecting customers' unique business needs to Bluefish's capabilitiesand a trusted strategic advisor. In this capacity, you will help customers navigate the rapidly evolving AI landscape by providing thought leadership and advising on measurement, optimization, and campaign strategy across AI channels.

What You'll Be Doing

• Own value delivery for a portfolio of strategic, enterprise customer accounts, ensuring customers reach meaningful value milestones through direct, high-touch engagement.
• Serve as a strategic partner and advisor to customer stakeholders, providing guidance on AI adoption, measurement strategy, and campaign optimization.
• Partner closely with Account Leads to ensure day-to-day engagements reinforce global business goals, renewals, and expansion efforts.
• Develop and execute customer-specific success plans aligned to customer objectives and measurable outcomes.
• Drive deep product adoption by helping customers understand not just how to use Bluefish, but how to apply it within their broader marketing and measurement strategy.
• Monitor account health using usage data, customer feedback, and sentiment to proactively identify risks, adoption gaps, and opportunities.
• Translate risk signals into proactive mitigation plans that improve retention and long-term outcomes.
• Collaborate cross-functionally with Product, CS Ops, Growth, Services, Sales, and Support to deliver a seamless, high-quality customer experience.
• Develop and maintain excellent knowledge of the Bluefish product and AI ecosystem to strategically advise customers and contribute to thought leadership.
• Synthesize learnings from strategic accounts and feed insights back into the broader CS team, helping refine value frameworks, success patterns, and how the broader team delivers customer outcomes.

Qualifications

• 5+ years of experience in account management, customer success, or strategic partnershipsideally in SaaS, ad tech, or marketing technology.
• Proven experience delivering value to enterprise customers in high-touch, relationship-driven roles.
• Strong background in advertising, campaign strategy, and measurement; experience advising customers on media strategy is required.
• Demonstrated ability to operate as a trusted strategic advisor to senior customer stakeholders.
• Comfort working with data, usage signals, and customer feedback to inform strategy and recommendations.
• Strong communication and relationship-building skills, with the ability to explain complex concepts clearly and confidently.
• Highly collaborative, with experience working cross-functionally across Product, Sales, CS Ops, Growth, Services, and Support.
• Startup-ready mentality with a bias toward action, comfort with ambiguity, and enthusiasm for building from the ground up.

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 resourcefulnessyou 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 craftsmanshipyou 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 accountabilityable 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.