Director of Customer Success, Fairing

• 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
• 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
• 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

Desirable

• 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
• 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