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Senior Manager of Customer Strategy

1 week, 5 days ago
Anywhere
Full-time
Senior
Customer Success Manager
Project and Program Management
Apply Now
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
View All Jobs 3

Description

  • Partner with customer stakeholders across clinical science, clinical operations, medical writing, digital, and IT to define success and guide effective use of Faro’s solutions.
  • Help customers align study-level outcomes with broader business goals and identify opportunities to scale impact over time.
  • Develop and lead change management and adoption plans that support rollout of Faro’s solutions across teams and workflows.
  • Guide customers through process, capability, and behavioral changes needed to embed new approaches and sustain adoption.
  • Lead day-to-day delivery across assigned customer engagements, including project plans, milestones, risks, documentation, and communications.
  • Serve as the primary point of contact for customers and internal stakeholders, proactively resolving roadblocks and maintaining momentum.
  • Support customers in defining and tracking value realization through KPIs, success measures, and adoption milestones.
  • Identify follow-on opportunities and support renewals, expansions, proposals, and scopes of work in partnership with Commercial.
  • Work closely with Commercial, Product, and Customer Experience to represent the voice of the customer and improve solutions, offerings, and enablement materials.
  • Contribute to 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 other 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.
  • Comfort 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%.
  • Experience working with AI-enabled platforms in life sciences is preferred.
  • Familiarity with protocol design, protocol optimization, patient-centric trial design, or clinical trial planning is preferred.
  • Experience with change management, organizational transformation, or adoption frameworks is preferred.

Benefits

  • Salary range of $144,000 to $170,000 per year, depending on location, experience, and education or training.
  • Equity is a major component of total compensation, with higher-than-average equity for a company of its size.
  • Medical, dental, and vision health coverage.
  • Retirement or pension plan.
  • Stock option plan.
  • Basic life insurance and short-term and long-term disability coverage.
  • Flexible paid time off, including vacation, sick leave, and public holidays.
  • Training and development support.
  • Remote, office, or hybrid work options with work-from-home flexibility.

Interested in this position?

Apply directly on the company website

Apply Now

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