Senior Manager, Customer Strategy

Role Overview

• Partner with customer stakeholders across clinical science, clinical operations, medical writing, digital, and IT to define success, align on priorities, and guide effective use of Faro’s solutions.
• Help customers connect study-level outcomes to broader business goals and identify opportunities to scale impact over time.
• Develop and lead change management and adoption plans that support successful rollout of Faro’s solutions across teams and workflows.
• Help customers navigate process, capability, and behavioral changes required to embed new approaches and sustain adoption.
• Lead day-to-day delivery across assigned customer engagements.
• Coordinate project plans, milestones, risks, documentation, and communications to ensure high-quality execution.
• Serve as a primary point of contact for customers and internal stakeholders, proactively resolving roadblocks and maintaining momentum.
• Support customers in defining and tracking value realization, including KPIs, success measures, and adoption milestones.
• Contribute to account growth by identifying follow-on opportunities, informing renewals and expansions, and partnering with Commercial on proposals and scopes of work.
• Work closely with Commercial, Product, Customer Experience to represent the voice of the customer, surface insights, and improve Faro’s solutions, offerings, and enablement materials.
• Contribute to Faro’s evolving best practices, frameworks, and playbooks for protocol design modernization, customer adoption, and digital transformation in clinical development.

Requirements

• 6+ years of experience in strategy consulting, business advisory, customer success, or customer-facing strategic roles in life sciences
• Strong understanding of pharma R&D, clinical development, or adjacent domains
• 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 problem solving and communication skills, with the ability to synthesize insights into clear recommendations and action plans
• Comfortable engaging senior customer stakeholders and growing into more executive-facing interactions
• Experience in SaaS environments
• Self-directed and adaptable, with a proactive, learning-oriented mindset in fast-paced environments
• Ability to travel up to 30%

Nice to Have

• Experience working with AI enabled platforms in life sciences
• Familiarity with protocol design, protocol optimization, patient-centric trial design, or clinical trial planning
• Experience with change management, organizational transformation, or adoption frameworks**

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement or Pension Plan
• Stock Option Plan
• Life Insurance (Basic)
• Short Term and Long Term Disability
• Paid Time Off (Flexible Vacation Policy, Sick & Public Holidays)
• Training & Development
• Work from Home, Office or Hybrid