Director of Professional Services

About the Position:

Bluefish is seeking an experienced and client-centric Director of Professional Services to lead and scale our delivery pods. This role is a critical leader within the Strategy & Services organization, responsible for managing and developing Customer AI Strategists, AI Consultants, and Customer AI Analysts, and driving portfolio-level strategy, client retention, and renewal ownership across key industry verticals.

As Director of Professional Services, you'll play a central role in shaping how our organization delivers measurable AI marketing outcomes for the world's largest brands. You'll develop a portfolio and vertical point of view, build team processes in partnership with the Head of Professional Services, and serve as an accountable, senior voice in client relationships — ensuring that every engagement translates into strategic value and long-term partnership.

What You'll Be Doing

• Lead, coach, and manage a pod of Customer AI Strategists, AI Consultants, and AI Analysts aligned to specific industry verticals, driving high performance and career growth.
• Partner closely with the Head of Professional Services to build team processes, operating rhythms, and delivery frameworks that scale across the organization.
• Own portfolio-level strategy across multiple verticals within the same sector, developing a sharp vertical POV and ensuring consistency of outcomes across accounts.
• Take ownership of portfolio renewals — proactively identifying risks, building the case for expansion, and leading renewal conversations with clients.
• Frame client problems, make tradeoff calls, and be accountable for outcomes at the vertical level, bringing a strategic perspective to every client engagement.
• Lead cross-functional and client-facing conversations at senior levels (VP, SVP+), partnering with Product, Marketing, and Account Leads to drive alignment and shared accountability.
• Work closely with AI Strategists to develop vertical-specific narratives and views that inform client strategy and internal thinking.
• Establish and scale best practices for client orchestration, workstream ownership, account planning, and performance measurement.
• Contribute to hiring, onboarding, and team design as the Professional Services organization continues to grow.

What You Bring

• 12+ years of experience in client services, management consulting, enterprise customer success, or a related field, with meaningful experience managing senior client relationships.
• Proven track record of owning portfolio-level outcomes — including renewals, expansions, and executive-level client engagement — across complex, multi-brand or multi-market accounts.
• Strong strategic thinking skills with the ability to frame ambiguous problems, make clear tradeoff decisions, and drive accountability across a team.
• Experience leading and developing high-performing delivery teams, with a coaching orientation and a focus on career growth.
• Excellent communicator and executive presence — comfortable leading conversations with VP and SVP-level client stakeholders and cross-functional partners alike.
• Analytically grounded, with experience working alongside data and strategy teams to develop insight-driven narratives and client recommendations.
• Startup-ready attitude and comfort operating in a fast-moving environment where priorities evolve quickly.

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