Senior Manager of Customer Strategy

Faro Health Inc.•New York, NY

7h•Hybrid

About The Position

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. 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.

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 Haves

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

Responsibilities

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.