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Faro AI is seeking a Customer Strategy Manager to join its growing team in New York. The role combines strategic advisory, customer success, change management, and value realization to help clinical development teams at leading pharmaceutical and biotechnology companies unlock measurable value from Faro's AI-powered platform for study design and clinical trial optimization.
You will own the strategy for a portfolio of customer accounts, building trusted relationships across clinical, digital, data, and technology stakeholders. Key responsibilities include: developing a deep understanding of each customer's evolving priorities and connecting Faro's capabilities to broader business objectives; owning the customer success approach from onboarding through long-term adoption, proactively monitoring account health and engagement; establishing how each customer defines success and ensuring progress, outcomes, and ROI are measured and communicated; building relationships across users and senior customer stakeholders with the executive presence to represent Faro confidently; and bringing a holistic view of customer needs, sentiment, risks, and opportunities back into Faro to inform product and strategic decisions.
The ideal candidate has 5+ years of experience in strategy consulting, business advisory, customer strategy, customer success, business transformation, or related customer-facing strategic roles, ideally within life sciences and SaaS/AI-enabled companies. You should have a strong understanding of pharmaceutical R&D and clinical development, with the curiosity and ability to develop expertise in new areas quickly. Strong structured problem-solving skills, experience leading complex customer engagements, and the ability to thrive in ambiguity are essential. This role offers the opportunity to work at the intersection of AI, clinical development, customer strategy, and enterprise transformation, with meaningful ownership of strategic customer relationships and professional growth as the company scales.
