Fairing

Head of Customer Success

Fairing

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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Salary

💰 $110,000 - $140,000 per year

Job Level

Lead

About the role

  • 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

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
  • Direct experience owning retention, NRR, or churn metrics
  • Comfortable working directly inside customer data
  • Strong written and verbal communication skills
  • Track record of building or significantly improving a CS function
  • Fluent with AI tools in your daily workflow
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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
marketing attributionmeasurementanalyticsretention metricsNRR metricschurn metricsdata analysiscustomer communicationscustomer support
Soft Skills
communication skillscollaborationcustomer advocacyproblem-solvingleadership