Director of Customer Success

Why It Matters

A seasoned CS leader will directly boost Fairing's retention and expansion, strengthening its foothold in the fragmented ad‑tech attribution market. The AI‑augmented approach sets a new benchmark for SaaS customer success functions.

Key Takeaways

• Fairing serves over 3,000 brands across media channels
• Role focuses on net revenue retention, not just support
• AI tools required for support automation and analytics
• Must understand attribution, incrementality, survey‑based measurement
• Hybrid NYC role offers $110‑$140k salary plus equity

Pulse Analysis

At a time when privacy regulations and AI‑driven content platforms are eroding the reliability of last‑click attribution, marketers are turning to advanced measurement solutions. Fairing positions itself as a rigorous alternative, integrating survey data, MMM models and platform reporting to deliver incremental insights across hard‑to‑attribute media such as audio and TV. This market shift creates strong demand for professionals who can translate complex analytics into actionable business outcomes.

Customer success has evolved from reactive ticket handling to a strategic engine of growth, especially in SaaS businesses where net revenue retention (NRR) is a key valuation metric. By appointing a Director of Customer Success with a deep marketing measurement background, Fairing aims to institutionalize data‑driven health monitoring, churn risk analysis and expansion playbooks. The role’s emphasis on AI—automating triage, generating suggested responses, and surfacing health signals—mirrors a broader industry trend toward intelligent, scalable support operations.

For job seekers, the position signals a rare blend of technical acumen and leadership responsibility. Candidates must be comfortable dissecting attribution models, guiding quarterly business reviews, and collaborating across product, sales and partnership teams. The hybrid New York setup, competitive salary range, and equity component reflect Fairing’s ambition to attract top talent capable of shaping the future of AI‑augmented customer success in the ad‑tech ecosystem.