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.

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.

This 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.

This 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 Q  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.

The non-negotiables:

• You’ve lived in the…