# Customer Strategy Manager

**Company:** [Faro Health](https://hotfix.jobs/companies/faro-health)
**Location:** Remote
**Role:** Customer Success
**Salary:** $143k – $173k/yr
**Experience:** 5+ years
**Skills:** Customer Success, Change Management, Strategic Advisory, Account Management, Stakeholder Management, Structured Problem Solving, Value Realization, SaaS, Artificial Intelligence, Clinical Development, Pharmaceutical R&D, Enterprise Transformation
**Posted:** 2026-08-27

> The Customer Strategy Manager advises pharmaceutical and biotechnology customers on adopting Faro’s AI-powered clinical development platform, realizing measurable value, and driving retention and growth. The role requires at least five years of strategic customer-facing experience, strong stakeholder leadership, and familiarity with life sciences.

## Job Description

## 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.

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