HiringCafe
Posted 1w ago

Senior Manager of Customer Strategy

@ Faro Health
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New York or United States
$144k-$190k/yrRemoteFull Time
Responsibilities:Partner with stakeholders, Lead cross-functional programs, Define success metrics
Requirements Summary:6+ years in strategy consulting or customer-facing roles in life sciences; SaaS experience; strong leadership and communication skills; travel up to 30%.
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Job Description

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.

Faro is a mission-driven company seeking world-class people who share our passion for improving drug availability and patient outcomes through better clinical trial design. We pride ourselves on a vibrant, inclusive, and growth mindset-oriented culture. Faro offers competitive compensation and benefits, generous vacation and parental leave, flexible working hours, and remote-friendly ways of working. Remote employees work from home and travel periodically for in-person collaboration and team events.

**Note: Candidates and Recruiting Agencies, please do not contact our employees regarding the position or your application status. Doing so will automatically disqualify you from the position or working with us. Only applications submitted through the designated link will be considered. Please DO NOT SPAM our employees regarding the role or your application status.

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 Enterprise Pharmaceutical and Biotech companies to ensure they achieve meaningful value from Faro’s digital protocol solutions. You will serve as a strategic advisor to customer stakeholders, helping them adopt new ways of working, embed Faro into study and business processes, and build momentum toward broader organizational impact.

This is an exciting opportunity for a life sciences strategy consultant, business advisor, or customer-facing leader who combines strong problem solving and stakeholder management with a passion for transforming clinical development.

What You’ll Do

  • Customer Strategy & Advisory - Partner with customer stakeholders across clinical science, clinical operations, medical writing, digital, and IT to define success, align on priorities, and guide effective use of Faro’s solutions. Help customers connect study-level outcomes to broader business goals and identify opportunities to scale impact over time.
  • Change Management & Adoption - Develop and lead change management and adoption plans that support successful rollout of Faro’s solutions across teams and workflows. Help customers navigate process, capability, and behavioral changes required to embed new approaches and sustain adoption.
  • Strategic Program Delivery - Lead day-to-day delivery across assigned customer engagements. Coordinate project plans, milestones, risks, documentation, and communications to ensure high-quality execution. Serve as a primary point of contact for customers and internal stakeholders, proactively resolving roadblocks and maintaining momentum.
  • Value Realization & Growth Support - Support customers in defining and tracking value realization, including KPIs, success measures, and adoption milestones. Contribute to account growth by identifying follow-on opportunities, informing renewals and expansions, and partnering with Commercial on proposals and scopes of work.
  • Cross-functional Collaboration - Work closely with Commercial, Product, Customer Experience to represent the voice of the customer, surface insights, and improve Faro’s solutions, offerings, and enablement materials.
  • Thought Partnership - Contribute to Faro’s evolving best practices, frameworks, and playbooks for protocol design modernization, customer adoption, and digital transformation in clinical development.