Head of Customer Success

Fairing • New York, NY

10d • $110,000 - $140,000 • Hybrid

About The Position

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 Head 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.

Requirements

• 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 Haves

• 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

Responsibilities

• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed