Senior Manager of Customer Strategy

About Faro Health Faro Health aims to improve lives by helping life sciences companies design optimal clinical trials. Our AI-powered software platform optimizes and orchestrates complex clinical development by providing powerful insights into trial design and outcomes. Faro empowers researchers to design more intelligent trials, reduce development costs, and accelerate milestones with better patient experiences. The Opportunity Faro is looking for a Senior Manager, Customer Strategy to join our growing team. In this role, you will partner with clinical development teams at Top 20 Global Pharmaceutical companies to help them unlock measurable value from Faro's AI-powered platform. You will serve as a strategic advisor to customer stakeholders, helping organizations adopt AI-enabled ways of working, embed Faro into business processes, and translate emerging technology capabilities into real operational impact at enterprise scale. As Faro continues to expand its offerings with top pharmaceutical organizations, this role will play an important part in shaping how our Customer Strategy team supports increasingly complex, high-value customer partnerships. You will work at the forefront of AI transformation in clinical development, helping customers move from early adoption to scaled, repeatable success. This is an exciting opportunity for a life sciences strategy consultant, experienced customer success professional, or customer-facing leader who combines strong problem solving and stakeholder management skills with a desire to build, contribute, and help transform a critical industry. What You'll Do Strategic Account Leadership & Customer Advisory – Own and grow relationships across a portfolio of strategic customer accounts within leading pharmaceutical and biotech organizations. Serve as a trusted advisor to stakeholders across Clinical Development, Clinical Operations, Medical Writing, Digital, and IT, helping customers define success, align priorities, and realize measurable value from Faro's solutions. Translate platform outcomes into broader business impact and identify opportunities to deepen adoption over time. Customer Success, Adoption & Change Leadership – Lead customer success strategies that drive sustained adoption, satisfaction, and long-term partnership value. Develop and execute change management plans that help customers embed Faro into existing workflows, navigate organizational resistance, and successfully transition to new ways of working across cross‑functional teams. Strategic Delivery & Account Execution – Oversee delivery across assigned customer engagements, ensuring a high standard of execution and customer experience. Coordinate plans, milestones, risks, communications, and governance while maintaining momentum across multiple workstreams. Act as the central point of accountability for customer outcomes on assigned accounts and proactive issue resolution. Value Realization, Renewals & Growth – Partner with customers to define and track success metrics, ROI measures, and adoption milestones that demonstrate ongoing value. Support renewals and expansion opportunities by identifying unmet needs, shaping strategic roadmaps, and collaborating with Commercial on account planning, proposals, and growth opportunities. Executive Stakeholder Management – Build strong relationships with senior customer stakeholders and sponsors, ensuring alignment at both operational and leadership levels. Facilitate steering discussions, communicate progress and value clearly, and help customers maintain momentum through complex decision‑making environments. Cross‑functional Leadership – Work closely with Commercial, Product, and Customer Experience to represent the voice of the customer, improve Faro's solutions and services, and ensure a seamless customer journey from sale through long‑term success. Thought Partnership & Best Practice Development – Contribute to Faro's evolving playbooks, frameworks, and best practices for strategic account management, customer success, clinical development transformation, and AI‑enabled ways of working. Requirements About You 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% (including travel on the East Coast and to Europe). 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. Salary Salary range for this position is $144,000 to $190,000 per year. Individual pay will depend on work location and additional factors, including job‑related skills, experience, and relevant education or training. Equity In addition to this position's salary, equity will be a major component of total compensation. We aim to offer higher‑than‑average equity compensation for a company of our size, and communicate equity amounts at the time of offer issuance. Benefits Health Care Plan (Medical, Dental & Vision) Retirement or Pension Plan Stock Option Plan Life Insurance (Basic) Short Term and Long Term Disability Flexible Vacation Policy, Sick & Public Holidays Training & Development Reimbursement Work from Home, Office or Hybrid #J-18808-Ljbffr JobsInMass.com