Director of Customer Strategy & AI
Fairing, New York, NY, United States
The Role
We're hiring a Director of Customer Strategy & AI to own the full post-sale customer experience and build the systems that make it scale. This is a hybrid role: part measurement strategist, part retention leader, part AI operations builder. You'll own net revenue retention, lead strategic account relationships and optimization, and design AI-powered workflows that let a small team deliver enterprise-quality customer experiences. This isn't a support role with a strategic title. You'll work directly inside customer data, diagnose measurement gaps, and help sophisticated marketers use Fairing to answer questions their analytics stack can't. At the same time, you'll be building the AI infrastructureautomated triage, intelligent outreach, predictive churn models, self-serve resourcesthat makes it possible to do all of this without a 20-person team. If you've spent time on the brand side running media or managing measurement, you already know the frustration of broken attribution. That empathy is the foundation of this role. If you also get excited about using AI to build systems that operate beyond what manual effort can achieve, this could be the job you've been waiting for. What You'll Do
Customer Performance Strategy Serve as a credible measurement partner to Fairing's customershelp 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 growyour job is to make that happen systematically, not one-off Jump directly into customer datasurvey exports, analytics integrations, benchmarking reportsto 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 optimizationand 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 AI Operations & Workflow Design 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 communicationsonboarding 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 Voice of Customer & Cross-Functional Partnership 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 effortsyou'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 What We're Looking For
Required 36+ years in a customer-facing role with meaningful exposure to marketing measurement or analyticsideally on the brand side at a DTC or consumer company, though strong candidates from ad tech, measurement platforms, or quantitatively-driven agencies will also stand out Hands-on experience with marketing attribution, measurement, or analyticsyou've worked with the data, not just talked about it Fluent with AI tools in your daily workflowyou use them to write, analyze, build workflows, and automate. 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 Comfortable working directly inside customer data: spreadsheets, dashboards, survey exportsvalidating assumptions and drawing conclusions independently Strong written and verbal communicationyou can explain why survey-based attribution matters to a skeptical media buyer without being defensive or hand-wavy Strong Signals Experience on the brand sideyou've been the person trying to figure out what's actually driving growth and felt the pain of broken attribution firsthand Experience at a measurement-focused company (e.g., Haus, Northbeam, Rockerbox) or analytics role at a performance agency Familiarity with the Shopify ecosystem and DTC brand operations Experience building AI-augmented workflows: using LLMs for customer comms, building automated triage systems, or designing self-serve support infrastructure Comfort operating as a solo function owner in a small, fast-moving startup Familiarity with tools like Attio, Pylon/Intercom, or Slack-based support workflows Compensation & Benefits
Base salary: $110,000$140,000 Stock options Health, dental, and vision Parental leave Flexible working hours A small, high-output team where your work has direct, visible impact on the company's trajectory 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.
We're hiring a Director of Customer Strategy & AI to own the full post-sale customer experience and build the systems that make it scale. This is a hybrid role: part measurement strategist, part retention leader, part AI operations builder. You'll own net revenue retention, lead strategic account relationships and optimization, and design AI-powered workflows that let a small team deliver enterprise-quality customer experiences. This isn't a support role with a strategic title. You'll work directly inside customer data, diagnose measurement gaps, and help sophisticated marketers use Fairing to answer questions their analytics stack can't. At the same time, you'll be building the AI infrastructureautomated triage, intelligent outreach, predictive churn models, self-serve resourcesthat makes it possible to do all of this without a 20-person team. If you've spent time on the brand side running media or managing measurement, you already know the frustration of broken attribution. That empathy is the foundation of this role. If you also get excited about using AI to build systems that operate beyond what manual effort can achieve, this could be the job you've been waiting for. What You'll Do
Customer Performance Strategy Serve as a credible measurement partner to Fairing's customershelp 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 growyour job is to make that happen systematically, not one-off Jump directly into customer datasurvey exports, analytics integrations, benchmarking reportsto 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 optimizationand 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 AI Operations & Workflow Design 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 communicationsonboarding 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 Voice of Customer & Cross-Functional Partnership 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 effortsyou'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 What We're Looking For
Required 36+ years in a customer-facing role with meaningful exposure to marketing measurement or analyticsideally on the brand side at a DTC or consumer company, though strong candidates from ad tech, measurement platforms, or quantitatively-driven agencies will also stand out Hands-on experience with marketing attribution, measurement, or analyticsyou've worked with the data, not just talked about it Fluent with AI tools in your daily workflowyou use them to write, analyze, build workflows, and automate. 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 Comfortable working directly inside customer data: spreadsheets, dashboards, survey exportsvalidating assumptions and drawing conclusions independently Strong written and verbal communicationyou can explain why survey-based attribution matters to a skeptical media buyer without being defensive or hand-wavy Strong Signals Experience on the brand sideyou've been the person trying to figure out what's actually driving growth and felt the pain of broken attribution firsthand Experience at a measurement-focused company (e.g., Haus, Northbeam, Rockerbox) or analytics role at a performance agency Familiarity with the Shopify ecosystem and DTC brand operations Experience building AI-augmented workflows: using LLMs for customer comms, building automated triage systems, or designing self-serve support infrastructure Comfort operating as a solo function owner in a small, fast-moving startup Familiarity with tools like Attio, Pylon/Intercom, or Slack-based support workflows Compensation & Benefits
Base salary: $110,000$140,000 Stock options Health, dental, and vision Parental leave Flexible working hours A small, high-output team where your work has direct, visible impact on the company's trajectory 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.