Faro Health Inc.

Senior Manager, Customer Strategy

Faro Health Inc.

full-time

Posted on:

Location Type: Remote

Location: Massachusetts • New York • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $144,000 - $170,000 per year

Job Level

Senior

About the role

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • Contribute to Faro’s evolving 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 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%
  • 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**
Benefits
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement or Pension Plan
  • Stock Option Plan
  • Life Insurance (Basic)
  • Short Term and Long Term Disability
  • Paid Time Off (Flexible Vacation Policy, Sick & Public Holidays)
  • Training & Development
  • Work from Home, Office or Hybrid
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
change managementcustomer successprotocol designprotocol optimizationpatient-centric trial designclinical trial planningSaaSAI enabled platformsbusiness advisorystrategy consulting
Soft Skills
problem solvingcommunicationprioritizationattention to detailadaptabilityself-directedproactive mindsetstakeholder engagementsynthesis of insightsexecutive-facing interactions