Customer Strategy Manager

The Customer Strategy Manager will partner with clinical development teams at leading global pharmaceutical and biotechnology companies to help them unlock measurable value from Faro's AI-powered platform. This role combines strategic advisory, customer success, change management, value realization, and cross-functional leadership to help customers adopt new technology and transform how clinical development work gets done.

What You Will Do

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.

Why It Might Be a Fit

This is an exciting opportunity for a life sciences strategy consultant or customer success professional who combines structured problem solving and strong stakeholder management with the curiosity and adaptability to grow alongside our products and our customers.

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
• Paid holidays