Customer Strategy Manager

Partner with clinical development teams at leading global pharmaceutical and biotechnology companies to help them unlock measurable value from Faro's AI-powered platform. The Customer Strategy Manager will serve as a strategic advisor to customer stakeholders, helping organizations define what success looks like, adopt AI-enabled ways of working, embed Faro into business processes, and translate emerging technology capabilities into real operational impact at enterprise scale.

What You Will Do

Strategic Account Leadership & Customer Advisory, Customer Success, Adoption & Change Leadership, Value Realization, Retention & Growth, Executive Relationship Management, Voice of the Customer & Cross-functional Leadership, Customer Strategy Capability Development

Why It Might Be a Fit

Help leading life sciences organizations modernize how clinical development work gets done, work at the intersection of AI, clinical development, customer strategy, and enterprise transformation, take meaningful ownership of strategic customer relationships and see the long-term impact of your work

Requirements

• 5+ years of experience in strategy consulting, business advisory, customer strategy, customer success, business transformation, or other customer-facing strategic roles, ideally within life sciences and SaaS / AI-enabled companies
• Strong understanding of pharmaceutical R&D, clinical development, or an adjacent domain, with the curiosity and ability to develop expertise in new areas quickly
• Strong structured problem-solving skills, including the ability to take an ambiguous problem, identify what matters, and turn it into a clear path forward
• 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 communication and storytelling skills, with the ability to synthesize complex information into clear recommendations for different audiences
• Comfortable engaging senior customer stakeholders, with the potential and ambition to grow into increasingly executive-facing relationships
• Commercial awareness and an understanding of how customer value, adoption, retention, and growth connect
• High learning agility and intellectual curiosity, with a track record of taking on unfamiliar problems, developing new capabilities, and expanding your scope as business needs evolve
• Comfortable operating in a fast-moving environment where roles, priorities, products, and ways of working will continue to evolve
• Self-directed and proactive, with the judgment to identify what needs to happen rather than relying on a fully defined process
• Ability to travel up to 30%

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic)
• Short Term and Long Term Disability
• Paid Time Off (Flexible Vacation Policy; Paid Sick & Public Holidays Observed)
• Training & Development Reimbursement
• Hybrid Work Environment
• Peer-to-peer bonus program
• Company/department outings and events
• Stock Option Plan