Hybrid Director of Customer Strategy – AI

at Fairing

• Job title: Director of Customer Strategy – AI
• Job type: Full Time
• Experience level: Lead
• Salary: $110,000 - $140,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, New York City, United States

About the role

• Director of Customer Strategy & AI at Fairing, focusing on customer retention and AI-powered workflows. Responsible for measurement strategy and optimizing customer relationships.

Responsibilities

• 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

Requirements

• 3–6+ 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 out
• Hands-on experience with marketing attribution, measurement, or analytics—you’ve worked with the data, not just talked about it
• Fluent 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 it
• Comfortable working directly inside customer data: spreadsheets, dashboards, survey exports—validating assumptions and drawing conclusions independently
• Strong written and verbal communication—you can explain why survey-based attribution matters to a skeptical media buyer without being defensive or hand-wavy.

Benefits

• 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