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.

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.
Native French-language and English-language skills.
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

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

Scaled Customer Success Lead, EMEA

Key skills