Strategic Customer Success Lead

<p><strong>About the Position:</strong></p> <p>We are looking for a <strong>Strategic Customer Success Lead</strong> 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.</p> <p>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 expert—connecting customers’ unique business needs to Bluefish’s capabilities—and 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.</p> <p><strong>What You’ll Be Doing</strong></p> <ul> <li>Own <strong>value delivery</strong> for a portfolio of strategic, enterprise customer accounts, ensuring customers reach meaningful value milestones through direct, high-touch engagement.</li> <li>Serve as a <strong>strategic partner and advisor</strong> to customer stakeholders, providing guidance on AI adoption, measurement strategy, and campaign optimization.</li> <li><strong>Partner closely with Account Leads</strong> to ensure day-to-day engagements reinforce global business goals, renewals, and expansion efforts.</li> <li>Develop and execute customer-specific <strong>success plans</strong> aligned to customer objectives and measurable outcomes.</li> <li>Drive <strong>deep product adoption</strong> by helping customers understand not just how to use Bluefish, but how to apply it within their broader marketing and measurement strategy.</li> <li><strong>Monitor account health</strong> using usage data, customer feedback, and sentiment to proactively identify risks, adoption gaps, and opportunities.</li> <li><strong>Translate risk signals</strong> into proactive mitigation plans that improve retention and long-term outcomes.</li> <li><strong>Collaborate cross-functionally</strong> with Product, CS Ops, Growth, Services, Sales, and Support to deliver a seamless, high-quality customer experience.</li> <li><strong>Develop and maintain excellent knowledge</strong> of the Bluefish product and AI ecosystem to strategically advise customers and contribute to thought leadership. </li> <li>Synthesize learnings from strategic accounts and <strong>feed insights back into the broader CS team</strong>, helping refine value frameworks, success patterns, and how the broader team delivers customer outcomes.</li> </ul> <p><strong>Qualifications</strong></p> <ul> <li>5+ years of experience in account management, customer success, or strategic partnerships—ideally in SaaS, ad tech, or marketing technology.</li> <li>Proven experience delivering value to enterprise customers in high-touch, relationship-driven roles.</li> <li>Strong background in advertising, campaign strategy, and measurement; experience advising customers on media strategy is required.</li> <li>Demonstrated ability to operate as a trusted strategic advisor to senior customer stakeholders.</li> <li>Comfort working with data, usage signals, and customer feedback to inform strategy and recommendations.</li> <li>Strong communication and relationship-building skills, with the ability to explain complex concepts clearly and confidently.</li> <li>Highly collaborative, with experience working cross-