Director of Customer Success
$110k - $140k USD
Fairing helps growth teams understand what actually drives performance. As signal loss, privacy changes, and consumer AI like ChatGPT make traditional attribution less reliable, Fairing gives brands and agencies a rigorous way to measure marketing impact and allocate spend with confidence. More than 3,000 brands use Fairing to bring clarity to channels like audio, TV, and other difficult-to-attribute media.
We’re looking for a Director of Customer Success to own the full post-sale experience — onboarding through renewal and expansion. This isn’t a support role with a strategic title. You’ll own net revenue retention, and you’ll need real credibility in marketing measurement to do it well. The customers you’ll work with are sophisticated — they run media at scale, they know attribution is broken, and they need someone who can help them use Fairing to answer questions their analytics stack can’t.
AI is fundamentally reshaping what’s possible in customer success, from how you analyze retention data to how you scale support and communications. This is a rare opportunity for someone who wants to define what a modern, AI-augmented CS function looks like at a company where the data is rich and the mandate is wide open. If you can’t hold your own in a conversation about last-click vs. incrementality vs. survey-based measurement, this won’t be the right fit.
What You’ll Do
Lead Cross-Functional Collaboration
Act as the voice of the customer in product strategy — translate customer pain points, feature requests, and competitive pressure into structured, prioritized input for the product team
Collaborate with Sales on handoff processes and expansion opportunities within existing accounts
Partner with the Partnerships team to ensure agency-referred clients receive white-glove onboarding and ongoing support that reinforces partner confidence
Lead go-to-market efforts on case studies, testimonials, and customer-driven campaigns — you’ll know which customers have the best stories and have the relationships to get them told
Own and Drive Customer Lifecycle Strategy
Design and execute playbooks across the full lifecycle: onboarding, health monitoring, renewals, churn prevention, reactivation, and expansion
Build data-driven systems to categorize and analyze churn patterns, upgrade triggers, and customer health signals
Develop proactive outreach cadences tiered by account value. We have different rhythms for $100/month accounts vs. $20K+ ACV customers
Own a weekly churn risk analysis and communicate findings to leadership
Develop full-lifecycle customer communications that drive adoption, feature awareness, and value realization
Manage day-to-day customer support through in-app live chat — this role requires balancing strategic account management for your highest-value customers with responsive, high-quality support across the full base. Use AI to build smarter support workflows: suggested responses, auto-triage, and self-serve resources, so you can maintain fast response times while protecting time for strategic account work
Deliver Measurement Expertise to Customers
Serve as a credible measurement partner to customers — help them understand how Fairing data fits alongside their analytics stack, MMM models, and platform reporting
Conduct quarterly business reviews with top-tier accounts focused on survey data insights, ROI, and optimization recommendations
Proactively identify customers who aren’t fully utilizing Fairing’s capabilities and build adoption plans
Confidently discuss attribution models, incrementality, survey methodology, and channel-level performance in customer conversations
Jump directly into customer data — survey response exports, Shopify Analytics integrations, benchmarking reports — to diagnose issues and unlock value
What We’re Looking For
Required
3–6+ years in a customer-facing role in marketing measurement, ad tech, or a quantitatively-driven marketing agency
Hands-on experience with marketing attribution, measurement, or analytics — you’ve worked with the data, not just talked about it
Direct experience owning retention, NRR, or churn metrics (not just CSAT/NPS)
Comfortable working directly inside customer data (spreadsheets, dashboards, exports) — validating assumptions, asking questions, and drawing conclusions independently
Strong written and verbal communication skills — you can explain why survey-based attribution matters to a skeptical media buyer without being defensive or hand-wavy
Track record of building or significantly improving a CS function — not just inheriting a playbook
Fluent with AI tools in your daily workflow — you use them to write, analyze, and automate, not as a novelty. We expect this role to leverage AI across support, reporting, and customer communications to operate at a level that wouldn’t be possible without it.
Nice to Have
Familiarity with the direct-to-consumer martech ecosystem
Experience working with or supporting marketing agencies as customers or partners
Comfort presenting to senior brand or agency stakeholders
Familiarity with tools like Attio, Pylon, Slack-based support workflows
Compensation & Benefits
Base salary: $110,000–$140,000
Stock options
Health, dental, and vision
Parental leave
Flexible working hours
A dynamic, flexible and collaborative start-up work environment with a highly talented team
Location
New York City preferred. We operate on a hybrid model (2 days per week in our Midtown office), with remote flexibility for exceptional candidates.
Fairing is an Equal Opportunity Employer and does not discriminate on the basis of an individual’s sex, age, race, color, creed, national origin, alienage, religion, marital status, pregnancy, sexual orientation, or affectional preference, gender identity and expression, disability, genetic trait or predisposition, carrier status, citizenship, veteran or military status and other personal characteristics protected by law. All applications will receive consideration for employment without regard to legally protected characteristics.