Customer Strategy Manager

Responsibilities

• Own strategy for a portfolio of customer accounts and build trusted relationships across clinical, digital, data, and technology stakeholders.
• Advise customers on defining success, adopting AI-enabled ways of working, embedding Faro into business processes, and realizing enterprise-scale operational value.
• Lead customer success from onboarding through long-term adoption, monitoring account health, engagement, satisfaction, and risk.
• Drive change management, identify adoption barriers, and adapt approaches as customer priorities and product capabilities evolve.
• Establish success metrics and communicate progress, outcomes, and ROI.
• Identify retention risks, lead mitigation strategies, and qualify expansion opportunities with Commercial.
• Build relationships with users and senior stakeholders; lead governance and strategic discussions.
• Synthesize customer feedback and provide business context to Product and other internal teams.
• Collaborate across Commercial, Product, Solutions Onboarding, Data, and other teams.
• Contribute frameworks, best practices, and customer learnings as the Customer Strategy function scales.
• Travel up to 30%.

Requirements

• 5+ years of experience in strategy consulting, business advisory, customer strategy, customer success, business transformation, or other customer-facing strategic roles.
• Strong understanding of pharmaceutical R&D, clinical development, or an adjacent domain.
• Structured problem-solving skills and the ability to turn ambiguous problems into clear paths forward.
• Experience leading complex cross-functional initiatives and aligning diverse stakeholders.
• Ability to manage multiple customer engagements or workstreams with strong prioritization and attention to detail.
• Strong communication and storytelling skills.
• Ability to engage senior customer stakeholders and develop executive presence.
• Commercial awareness of the relationship between customer value, adoption, retention, and growth.
• High learning agility, intellectual curiosity, self-direction, and proactive judgment.
• Comfort operating in a fast-moving, evolving environment.

Nice to Have

• Management consulting experience in life sciences.
• Experience 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.

Compensation and Benefits

• Base salary range: $143,000-$173,000 USD.
• Equity compensation.
• Medical, dental, and vision coverage.
• 401(k) retirement plan.
• Basic life insurance.
• Short- and long-term disability coverage.
• Flexible vacation policy, paid sick leave, and observed public holidays.
• Training and development reimbursement.
• Peer-to-peer bonus program.