Customer Strategy Manager

This is a fully remote position, open to applicants in Connecticut, +4 more states.

📋 Description

• Take ownership of the strategy for a range of customer accounts.

• Develop trusted relationships with stakeholders in clinical, digital, data, and technology fields.

• Proactively address customer risks and leverage Faro's capabilities to achieve desired outcomes.

• Align Faro’s AI-driven platform features with the broader business objectives of customers.

• Manage the customer success strategy from the onboarding phase through to long-term usage.

• Track account health, engagement levels, customer satisfaction, and potential risks.

• Assist customers in integrating Faro into their workflows through effective change management.

• Define customer success metrics and measure, report on, and communicate progress, outcomes, and ROI.

• Recognize retention risks and implement strategies for mitigation.

• Assess opportunities for expansion in collaboration with the Commercial team.

• Cultivate relationships with users and senior stakeholders at customer organizations.

• Facilitate governance and strategic discussions.

• Compile customer feedback for Product and other internal departments.

• Work collaboratively with teams across Commercial, Product, Solutions Onboarding, Data, and others.

• Contribute frameworks, best practices, and capability development as the Customer Strategy scales.

⛳️ Requirements

• Over 5 years of experience in strategy consulting, business advisory, customer strategy, customer success, business transformation, or similar customer-facing strategic roles, preferably in life sciences and SaaS / AI-enabled firms.

• Deep understanding of pharmaceutical R&D, clinical development, or a related field.

• Excellent structured problem-solving abilities.

• Proven experience in leading complex, cross-functional projects and fostering alignment among diverse stakeholders.

• Capability to manage multiple customer engagements or workstreams at once.

• Strong communication and storytelling abilities.

• Comfort in engaging with senior customer stakeholders.

• Commercial insight and comprehension of customer value, adoption, retention, and growth.

• High adaptability to learning and intellectual curiosity.

• Ability to thrive in a fast-paced environment.

• Self-motivated and proactive.

• Willingness to travel up to 30% of the time.

• Management consulting experience within the life sciences sector (preferred).

• Familiarity with AI-enabled or SaaS platforms (preferred).

• Understanding of protocol design, protocol optimization, patient-centric trial design, or clinical trial planning (preferred).

• Background in change management, organizational transformation, or adoption frameworks (preferred).

• Experience collaborating across business and technology stakeholders on enterprise transformation initiatives (preferred).

🏝️ Benefits

• Competitive compensation package.

• Generous vacation allowance.

• Parental leave benefits.

• Flexible working hours.

• Remote-friendly working arrangements.

• Equity compensation options.

• Comprehensive Health Care Plan (including Medical, Dental & Vision).

• Retirement Plan (401k).

• Basic Life Insurance.

• Short-Term and Long-Term Disability coverage.

• Paid Time Off (flexible vacation policy; paid sick leave and observed public holidays).

• Training & Development reimbursement.

• Hybrid work environment.

• Peer-to-peer bonus program.

• Company and departmental outings and events.

• Stock Option Plan.

• San Diego Office amenities including a gym, restaurant tenant discounts, and Padel Nine.