Be the primary point of contact for our customers, from onboarding through renewal. A hands-on individual contributor role for someone who wants to own relationships and build the playbooks behind them.
About Fairing
Fairing works with more than 3,000 leading direct-to-consumer brands, including Skims, Bombas, and Quince, helping them understand their customers through direct-from-consumer survey insights. We help brands learn how people discover them and turn that knowledge into better marketing decisions and stronger customer relationships. Our customers help shape our roadmap, keeping us focused on the questions and challenges that matter to their businesses.
About the role
We’re looking for a hands-on Customer Success Manager to be the primary point of contact for customers and help them get lasting value from Fairing. You’ll understand their goals, guide onboarding and adoption, and build trusted relationships through clear communication and consistent follow-through.
This is an individual contributor role that combines customer ownership with a close partnership with our product team. You’ll turn customer use cases, feedback, and account data into better customer experiences, while building the playbooks and resources that help our customer success function grow.
What you’ll do
Own customer relationships from onboarding through ongoing adoption and renewal, adapting your approach to each customer’s needs and objectives.
Lead onboarding sessions, product training, and proactive check-ins that help customers improve survey setup and put their insights to work.
Track account metrics and customer feedback, identify engagement trends, and turn them into practical onboarding and retention plans.
Keep renewal conversations organized and identify expansion opportunities grounded in customer needs.
Answer customer questions and work with teammates to resolve issues promptly and clearly.
Translate customer use cases and user-experience issues into actionable feedback for our product team.
Improve product documentation and identify opportunities to simplify or automate recurring inquiries and resolutions.
Build and refine AI-powered workflows that reduce repetitive work and improve how we onboard, support, and engage customers, testing their outputs for accuracy and usefulness.
Communicate progress on monthly and quarterly customer initiatives to customers and internal stakeholders.
Build a customer success playbook for future hires and educational resources that help customers get more from Fairing data.
What you’ll bring
Experience in customer success or account management, with direct responsibility for customer relationships.
A track record of helping customers adopt a product, realize value, and stay engaged.
Clear written communication and confidence leading customer calls and product demonstrations.
Strong organization and follow-through across multiple accounts and competing priorities.
Comfort interpreting account data and feedback, spotting patterns, and deciding what to do next.
Comfort building with AI: you can turn a recurring problem into a practical workflow or lightweight tool, experiment with different approaches, and evaluate whether the result actually helps.
A hands-on approach: you’re happy to handle daily customer work as well as improve the processes behind it.
Helpful, but not required
Experience supporting ecommerce brands or working with marketing technology.
Familiarity with marketing attribution, customer surveys, or measurement.
Experience building customer education, onboarding, or scaled engagement programs.
SQL or front-end HTML/CSS experience.
What success looks like
Customers get started smoothly, use Fairing consistently, and understand its value. Accounts have a reliable point of contact, adoption and retention risks receive proactive attention, and customer feedback leads to useful product improvements. Clear documentation and repeatable playbooks make it easier for customers to get answers and for future teammates to support them.
Location and compensation
Hybrid in New York City, three days a week in the office. Remote considered for the right candidate.
$100,000 USD base salary.
0.05% to 0.20% stock options.
US work authorization. We are not able to sponsor visas for this role.
