Fairing

Artificial Intelligence

• Serve as a credible measurement partner to Fairing’s customers—help them understand how survey-based attribution fits alongside click-based MTA, MMM models, and platform reporting, and use those insights to drive real marketing decisions
• Own revenue retention as your primary metric. The customers who deeply understand their Fairing data stay and grow—your job is to make that happen systematically, not one-off
• Jump directly into customer data—survey exports, analytics integrations, benchmarking reports—to diagnose issues, unlock value, and build the case for expansion
• Conduct quarterly business reviews with top-tier accounts focused on survey insights, ROI, and channel optimization—and use those reviews to identify upgrade opportunities
• Build data-driven systems to identify at-risk accounts early, design tiered engagement by account value, and develop playbooks for when customers are evaluating competitors or considering downgrading
• Confidently discuss attribution models, incrementality, survey methodology, and channel-level performance with sophisticated marketers and agency leads
• Design and implement AI-powered support workflows: automated triage, suggested responses, intelligent routing, and self-serve resources
• Build AI-assisted customer health monitoring that surfaces risk signals and expansion opportunities before a human would catch them
• Use AI tools to scale customer communications—onboarding sequences, feature adoption nudges, renewal outreach
• Evaluate and implement support tooling (own or replace the current stack as needed) to reduce friction and improve response quality
• Own a structured product feedback loop: categorize, prioritize, and present customer needs to the product team monthly
• Partner with Sales on expansion opportunities and with Partnerships to ensure agency-referred clients receive white-glove onboarding
• Lead case study and testimonial efforts—you’ll know which customers have the best stories and have the relationships to get them told
• Surface competitive intelligence from customer conversations to inform product and go-to-market strategy

Director of Customer Strategy – AI

Customer Success Manager

• Act as the voice of the customer in product strategy
• Collaborate with Sales on handoff processes and expansion opportunities
• Partner with the Partnerships team to ensure agency-referred clients receive support
• Design and execute playbooks across the full lifecycle
• Build data-driven systems to analyze churn patterns
• Develop proactive outreach cadences tiered by account value
• Own a weekly churn risk analysis and communicate findings to leadership
• Develop full-lifecycle customer communications
• Manage day-to-day customer support through in-app live chat
• Serve as a credible measurement partner to customers

Director of Customer Strategy – AI

Head of Customer Success