Director of Customer Strategy & AI

Fairing helps growth teams understand what actually drives performance. As signal loss, privacy changes, and consumer AI 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, influencer, and other difficult-to-attribute media.The RoleWe’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 infrastructure—automated triage, intelligent outreach, predictive churn models, self-serve resources—that 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 DoCustomer Performance StrategyServe 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 decisionsOwn 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-offJump directly into customer data—survey exports, analytics integrations, benchmarking reports—to diagnose issues, unlock value, and build the case for expansionConduct quarterly business reviews with top-tier accounts focused on survey insights, ROI, and channel optimization—and use those reviews to identify upgrade opportunitiesBuild 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 downgradingConfidently discuss attribution models, incrementality, survey methodology, and channel-level performance with sophisticated marketers and agency leadsAI Operations & Workflow DesignDesign and implement AI-powered support workflows: automated triage, suggested responses, intelligent routing, and self-serve resourcesBuild AI-assisted customer health monitoring that surfaces risk signals and expansion opportunities before a human would catch themUse AI tools to scale customer communications—onboarding sequences, feature adoption nudges, renewal outreachEvaluate and implement support tooling (own or replace the current stack as needed) to reduce friction and improve response qualityVoice of Customer & Cross-Functional PartnershipOwn a structured product feedback loop: categorize, prioritize, and present customer needs to the product team monthlyPartner with Sales on expansion opportunities and with Partnerships to ensure agency-referred clients receive white-glove onboardingLead case study and testimonial efforts—you’ll know which customers have the best stories and have the relationships to get them toldSurface competitive intelligence from customer conversations to inform product and go-to-market strategyRequiredWhat We’re Looking For3–6+ years in a customer-facing role with meaningful exposure to marketing measurement or analytics—ideally 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 outHands-on experience with marketing attribution, measurement, or analytics—you’ve worked with the data, not just talked about itFluent with AI tools in your daily workflow—you 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 itComfortable working directly inside customer data: spreadsheets, dashboards, survey exports—validating assumptions and drawing conclusions independentlyStrong written and verbal communication—you can explain why survey-based attribution matters to a skeptical media buyer without being defensive or hand-wavyStrong SignalsExperience on the brand side—you’ve been the person trying to figure out what’s actually driving growth and felt the pain of broken attribution firsthandExperience at a measurement-focused company (e.g., Haus, Northbeam, Rockerbox) or analytics role at a performance agencyFamiliarity with the Shopify ecosystem and DTC brand operationsExperience building AI-augmented workflows: using LLMs for customer comms, building automated triage systems, or designing self-serve support infrastructureComfort operating as a solo function owner in a small, fast-moving startupFamiliarity with tools like Attio, Pylon/Intercom, or Slack-based support workflowsCompensation & BenefitsBase salary: $110,000–$140,000Stock optionsHealth, dental, and visionParental leaveFlexible working hoursA small, high-output team where your work has direct, visible impact on the company’s trajectoryLocationNew 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.Compensation Range: $110K - $140K