Director of Customer Success

About FairNow

As artificial intelligence (AI) technology capabilities rapidly improve, businesses in all domains are growing their investments in AI. At the same time, governance of AI technologies is becoming increasingly important to ensure compliance with growing regulations and to build trust in the technology. Concerns around fairness, reliability, and transparency are taking center stage as individuals and companies contend with AI risks.

FairNow is a startup that has developed cutting-edge technology to help organizations drastically simplify AI compliance and governance. 

We are an early stage startup. Our founding team comprises seasoned entrepreneurs, highly published scientists, and former senior executives at Fortune 100 companies. Combined, we have had multiple successful startup exits, decades of experience building technology products and companies, and have deep subject matter expertise on AI systems and governance and risk management. Now we are working on our mission to make AI trustworthy for all. 

FairNow is growing rapidly – raised a $3.5M seed round last summer and quadrupled its revenues in 2024 – and is growing its team to achieve its ambitious goals.

Position Overview

We are looking for a hungry, strategic, and analytical Customer Success leader to drive successful outcomes for FairNow and our growing customer base.

This is a pivotal role to join as a generalist on the ground floor of a fast-accelerating company in a growing space. You will take a leadership role both on providing AI governance advisory to a diverse set of customers; and on ensuring that customers are able to successfully leverage our product to drive value. You will work in a fast-paced environment with talented teammates, collaborating closely with our C-Suite and founders. You will get deep exposure to all aspects of the business – from sales, to marketing, to product and engineering.  And you will make a meaningful impact while deepening your expertise in a field that is mission oriented and increasingly important: responsible AI.

Responsibilities

• Voice of the Customer: translate customer pain-points into actionable feedback and solutions for product and engineering. Problem-solve creative solutions.

• AI Governance Advisory: become an expert in AI compliance, and distill best practices to customers who are still early in their adoption journeys.

• Relationship Management: build engagements with trust, transparency, and openness across FairNow’s customer base; proactively identify opportunities to expand and deepen engagements over time.

• Customer Onboarding: serve as central point of contact to ensure customers are onboarded onto platform quickly and seamlessly, interfacing with Engineering to ensure seamless integrations and technical connections.

• Analytics and Metrics: define and track a suite of retention metrics; set and report to the C-suite on objectives and targets; develop strategies to meet objectives.

• Product Collaboration: engage customers to test out new ideas in collaboration with Product; provide feedback to ensure new features meet core needs.

.Qualifications

• 3-5+ years of experience in a top-tier management consulting firm.
• Experience advising senior leaders at diverse set of organizations.
• Ability to learn quickly about AI capabilities and risks.
• Proven track record of developing high-trust customer/client relationships.
• Exceptional judgment – ability to connect dots across customer needs, product, engineering, sales, marketing, and partnerships to define high-quality solutions.
• Ability to manage multiple projects and stakeholders in a fast-paced environment.

We are a remote-first company.

We offer a competitive salary and benefits package, as well as a supportive and inclusive work environment that fosters professional growth. 

We are not able to sponsor visas for employment at this time.

FairNow is an equal opportunity employer. We do not discriminate against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran’s status, sexual orientation, gender identity or gender expression.

To apply for this position, please send your resume with subject line: Application for Director of Customer Success @ FairNow to careers@fairnow.ai