Client Success Manager working with cross - functional teams to ensure client satisfaction in Pharmacy Benefit Management. Collaborating with internal and external stakeholders for optimal outcomes.
About the role
- Head of Customer Success leading customer onboarding and retention at Fairing, a marketing attribution platform. Defining modern customer success functions leveraging AI and analytics.
Responsibilities
- 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
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