Manager, Customer Strategy

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 about trial design and outcomes. Faro empowers researchers to design more intelligent trials, reducing development costs and reaching milestones faster 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. The company prides itself on its vibrant, inclusive, and growth mindset oriented culture. Faro offers competitive compensation and benefits, generous vacation and parental leave, flexible working hours. The company is a hybrid workplace where San Diego employees work from their homes as well as in our lovely main headquarters enjoying a gym, outdoor lawn work area, and food hall. Remote employees work from home and visit the main office for group events and in-person collaboration. The Opportunity Faro is looking for a Manager or Senior Manager to join our growing Customer Strategy team. In this role, you will partner with clinical development teams at leading pharmaceutical and biotech companies to ensure they achieve tangible value with Faro’s digital protocol solutions. You’ll serve as a strategic advisor, enabling teams to modernize their study design processes, adopt new ways of working, and realize long-term organizational impact. This is a unique opportunity for life sciences management/strategic consultants or subject matter experts with a strong customer orientation to shape the future of clinical development alongside a passionate, mission-driven team. What You’ll Do Program & Project Management Own day‑to‑day management of assigned projects. You will track budgets and schedules, coordinate communications and documentation, and maintain quality control over all deliverables. Acting as the main point of contact for your assigned customers, you will estimate fees, define scopes of work, prepare proposals and contracts for Commercial Team and Senior Director review, set clear goals for project teams, and proactively resolve roadblocks Customer Enablement & Advisory Serve as a strategic partner to customers using Faro Solutions, helping them define success, identify the right use cases, and translate study-level outcomes into organizational value. Build long-term, trusted relationships by aligning customer goals with Faro’s solutions and delivering strategic guidance throughout their journey. Change Management & Adoption Develop and lead change management plans that drive adoption across functions (e.g., clinical science, clinical operations, medical writing, R&D digital/IT teams etc). Address behavioral, process, and capability shifts needed for sustained success. Serve as the main point of contact across all touchpoints to ensure a seamless, consistent customer experience. Strategic Planning & Execution Support customers in building enterprise-wide plans for scaled use of Faro’s solutions, including roadmaps, KPIs, value realization frameworks, and stakeholder engagement strategies. Cross-functional Collaboration Work closely with internal teams, including Customer Experience, Commercial (Sales and Marketing), and Product, to represent the voice of the customer, guide product improvements, and develop strategic enablement content. Thought Partnership Contribute to Faro’s evolving best practices and playbooks for protocol design modernization and digital transformation in clinical development. Requirements About You 5+ years of experience in a strategy consulting, business advisory, or customer-facing strategic role in life sciences (title and level will depend on experience). Deep understanding of pharma research & development or related R&D domains (clinical development, protocol design knowledge a plus). Experience working for a Saas company preferred. Proven success driving stakeholder alignment and managing complex cross-functional initiatives in large organizations. Experience managing multiple customer accounts or projects simultaneously, with strong prioritization and organizational skills. Skilled in synthesizing data and insights into compelling narratives and action plans. Comfortable operating in fast-paced, ambiguous environments with a proactive, learning-oriented mindset. Strong communication and relationship-building skills, with the ability to collaborate effectively across teams and grow into executive-facing interactions. Ability to travel up to 30% Nice to Have Prior experience with AI or SaaS tools in the life sciences industry. Familiarity with protocol optimization, patient centricity, or trial design and planning. Change management or organizational design training Why Join Faro? Opportunity to work with leading company in this space and drive impactful change in clinical development  A collaborative, innovative environment where your contributions will directly impact our customers and business Professional growth and development opportunities in a rapidly growing, technology-driven company. Benefits Salary Salary range for this position is $119,000 to $180,000 per year. Individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training Equity In addition to this position's salary (listed above), equity will be a major component of the total compensation for this position. We aim to offer higher-than-average equity compensation for a company of our size, and communicate equity amounts at the time of offer issuance. 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