Customer Strategy Manager

Strategic Account Leadership & Customer Advisory: Own the strategy for a portfolio of customer accounts, building trusted relationships across clinical, digital, data, and technology stakeholders. Bring structure to complex customer needs, proactively managing risks and orchestrating the right Faro capabilities to drive outcomes. Develop a deep understanding of each customer's evolving priorities, connecting Faro's capabilities to broader business objectives and advising on how to maximise value over time.

Customer Success, Adoption & Change Leadership: Own the customer success approach from onboarding through long-term adoption, proactively monitoring account health, engagement, satisfaction, and risk. Help customers embed Faro into their workflows through thoughtful change management, identifying barriers to adoption and adapting the approach as their organisation, priorities, and Faro's capabilities evolve.

Value Realization, Retention & Growth: Establish how each customer defines success and ensure progress, outcomes, and ROI are measured and communicated. Identify retention risks early, lead the mitigation strategy, and qualify opportunities for expansion in partnership with Commercial.

Executive Relationship Management: Build relationships across users and senior customer stakeholders, developing the executive presence required to represent Faro confidently as those relationships grow. Lead governance and strategic discussions that maintain alignment, communicate value, and help customers navigate complex decisions.

Voice of the Customer & Cross-functional Leadership : Bring a holistic view of customer needs, sentiment, risks, and opportunities back into Faro, synthesising feedback and giving Product and other teams the business context needed to act on it effectively. Work across Commercial, Product, Solutions Onboarding, Data, and other teams to ensure customer insight informs both individual account decisions and Faro's broader priorities.

Customer Strategy Capability Development : Help evolve how Customer Strategy operates as Faro scales, contributing new ideas, customer learnings, frameworks, and best practices across customer success, strategic account management, change management, and AI-enabled clinical development transformation.

Help leading life sciences organizations modernize how clinical development work gets done

Work at the intersection of AI, clinical development, customer strategy, and enterprise transformation

Take meaningful ownership of strategic customer relationships and see the long-term impact of your work

Join a team where curiosity, adaptability, and expanding your range are valued as the company grows

Develop broad strategic and customer leadership capabilities with meaningful opportunities for professional growth as Faro scales

5+ years of experience in strategy consulting, business advisory, customer strategy, customer success, business transformation, or other customer-facing strategic roles, ideally within life sciences and SaaS / AI-enabled companies

Strong understanding of pharmaceutical R&D, clinical development, or an adjacent domain, with the curiosity and ability to develop expertise in new areas quickly

Strong structured problem-solving skills, including the ability to take an ambiguous problem, identify what matters, and turn it into a clear path forward

Experience leading complex, cross-functional initiatives and building alignment across diverse stakeholder groups

Proven ability to manage multiple customer engagements or workstreams simultaneously with strong prioritization and attention to detail

Strong communication and storytelling skills, with the ability to synthesize complex information into clear recommendations for different audiences

Comfortable engaging senior customer stakeholders, with the potential and ambition to grow into increasingly executive-facing relationships

Commercial awareness and an understanding of how customer value, adoption, retention, and growth connect

High learning agility and intellectual curiosity, with a track record of taking on unfamiliar problems, developing new capabilities, and expanding your scope as business needs evolve

Comfortable operating in a fast-moving environment where roles, priorities, products, and ways of working will continue to evolve

Self-directed and proactive, with the judgment to identify what needs to happen rather than relying on a fully defined process

Ability to travel up to 30%

Management consulting experience within life sciences

Experience working with AI-enabled or SaaS platforms

Familiarity with protocol design, protocol optimization, patient-centric trial design, or clinical trial planning

Experience with change management, organizational transformation, or adoption frameworks

Experience working across business and technology stakeholders on enterprise transformation initiatives

In addition to this position’s salary (listed above), equity will be a major component of the total compensation for this position. We aim to offer higher-than-average equity compensation for a company of our size, and communicate equity amounts at the time of offer issuance.