Customer Strategy Manager

Are you the person a CMO trusts to ask, “How do I know this is working?”Fairing started with a survey. In 2018, we built a simple post-purchase tool for an e-commerce founder who couldn’t measure his influencer campaigns. He told us he stopped opening Google Analytics altogether. That was our signal. We’ve been proving ever since that asking your customers is more powerful than any tracking pixel.Today, we help over 3,000 brands, from Shopify brands to household names like Bombas and Thorne, understand what drives their growth. As iOS updates and privacy changes break traditional tracking, our survey-based platform has become the truth layer for marketing teams spending millions.We’re profitable, raised $4.5M from True Ventures, and have grown 8x since 2021. Our team is small, focused, and in New York, with a 3-day/week hybrid office cadence.The Core ChallengeThis role exists because empathy scales differently than code. Our top ~250 customers drive nearly 40% of our revenue. They’re sophisticated marketers with complex budgets and internal politics. They don’t need support; they need a strategic partner who speaks their language: someone who can look at their survey setup, their channel mix, and their business goals, and ask the sharp questions that turn vague anxiety into a clear measurement plan.You won’t be managing a ticket queue. You’ll be owning relationships, revenue retention, and the systems that make both scalable.What You’ll Own & DoThis is an individual contributor role. You’ll report directly to the CEO (Matt) and be the primary owner for our most valuable customer relationships.In your first 90 days, you’ll:Take over the strategic account book from the founders and our Product Manager, establishing a scaled QBR rhythm.Audit our annual renewals process and own it moving forward.Dive into live chat and Slack channels, where customers are already asking complex measurement strategy questions (e.g., “How do I measure my podcast ads with Fairing?”).Begin designing the first version of your “system” - the workflows, automated touchpoints, and resources that will let you provide a top-tier experience across hundreds of accounts.Longer term, you’ll:Be the Measurement Expert: Diagnose attribution blind spots, guide question design, and translate cross-brand benchmarks into actionable insights for each customer.Drive Revenue & Value: Own net revenue retention. Proactively identify expansion opportunities and lead conversations for upcoming paid add-ons. Your goal is value realization, not churn defense.Build to Scale: You have a builder’s bias. You’ll create the processes, models, and AI-augmented workflows that allow a lean team to deliver enterprise-quality strategy. You’re comfortable in the weeds with data and tooling to build artifacts that multiply your impact.Who You AreThe non-negotiables:You’ve lived in the marketing measurement world. You have 3-10 years of experience, ideally on the brand side running media or owning measurement, or in a strategic role at a martech/agency where you were accountable for performance. You know the pressure of a million-dollar budget and broken attribution.You are a builder, not just an advisor. You have a track record of creating tangible systems, models, or processes. You get excited by the how - how to automate, how to scale insight, how to build leverage.You earn trust through nuance. You can walk into a conversation with a VP of Marketing, understand their unique context and constraints, and communicate complex concepts in a way that builds alignment, not confusion.You think in revenue. You approach customer success as a commercial function. You’re proactive about finding value and growth, not just reactive to problems.LogisticsLocation: Hybrid in New York City. We’re together in our midtown office 3 days a week. We’re open to exceptional remote candidates, but in-person collaboration is our default.Compensation: Base: $110,000–$140,000 USD (with flexibility for an exceptional profile).Equity: 0.10% – 0.25% in stock options.Work Authorization: We cannot sponsor visas for this role. US work authorization is required.The Interview ProcessFounder Screen (30 min): A conversation with Matt, our CEO.Product & Measurement Deep Dive (60 min): A working session with our CRO and Product Manager.Culture & Finance Conversation (45 min): A chat with our Head of Finance.We admire companies like Stripe & Ramp for their execution velocity and customer focus. We’re building a team where every person operates with autonomy and urgency. If you’ve been the trusted measurement brain for marketers and you’re itching to build the system that helps hundreds of them at once, let’s talk.Due to a high volume of applicants, applications submitted directly at fairing.co/careers will be prioritized and reviewed first.