Customer Strategy Manager

1 month, 1 week ago
Full-time
Senior
Customer and Technical Support
Faro

Faro

Faro offers a clinical trial design software that enhances the development of digital protocols through collaborative features, data-driven insights, and AI tools, aimed at improving efficiency and standardization in clinical research.

Internet Software & Services
11-50
Founded 2019
$15M raised

Description

  • Own strategy for a portfolio of customer accounts and build trusted relationships across clinical, digital, data, and technology stakeholders.
  • Lead customer success from onboarding through long-term adoption, including account health monitoring, risk management, and change management.
  • Define customer success metrics, measure ROI and outcomes, and communicate value to stakeholders.
  • Identify retention risks, lead mitigation plans, and qualify expansion opportunities with Commercial.
  • Manage executive relationships, governance meetings, and strategic customer discussions.
  • Synthesize customer feedback and represent customer needs to Product, Commercial, Solutions Onboarding, Data, and other teams.
  • Develop customer strategy frameworks, best practices, and capabilities as Faro scales.

Requirements

  • 5+ years of experience in strategy consulting, business advisory, customer strategy, customer success, business transformation, or similar 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 plans.
  • 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, storytelling, and synthesis skills for varied audiences.
  • Comfort engaging senior customer stakeholders and developing executive presence.
  • Commercial awareness of customer value, adoption, retention, and growth.
  • High learning agility, intellectual curiosity, and comfort working in a fast-changing environment.
  • Ability to travel up to 30%; preferred experience includes life sciences consulting, AI/SaaS platforms, clinical trial planning, change management, or enterprise transformation.

Benefits

  • Base salary of $143,000–$173,000, plus equity as a major component of total compensation.
  • Medical, dental, and vision insurance.
  • 401(k), life insurance, and short- and long-term disability coverage.
  • Flexible vacation, paid sick leave, and observed public holidays.
  • Training and development reimbursement.
  • Remote-friendly/hybrid work environment with flexible hours and periodic in-person collaboration.
  • Peer-to-peer bonus program, stock option plan, and company events.
  • San Diego office amenities, including a gym, restaurant tenant discount, and Padel Nine.

Interested in this position?

Apply directly on the company website

Apply Now

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