Customer experience manager Jobs in Waterbury, CT

About Faro

Faro AI aims to improve lives by helping life sciences companies answer complex clinical questions simply, efficiently and effectively. Our software platform gives clinical development teams a single source of truth for study design, bringing structured data, documents and teams together so they can design better trials and reach important milestones faster.

Faro is a mission-driven company and 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.

The Opportunity

Faro is looking for a Customer Strategy Manager to join our growing team. In this role, you will partner with clinical development teams at leading global pharmaceutical and biotechnology companies to help them unlock measurable value from Faro's AI-powered platform.

Customer Strategy at Faro extends beyond traditional Customer Success. Our team combines strategic advisory, customer success, change management, value realization, and cross-functional leadership to help customers adopt new technology and transform how clinical development work gets done.

You will serve as a strategic advisor to customer stakeholders, helping organizations define what success looks like, adopt AI-enabled ways of working, embed Faro into business processes, and translate emerging technology capabilities into real operational impact at enterprise scale.

As the problems our customers ask us to solve continue to evolve alongside our products and the clinical development landscape, we're looking for someone who is energized by change and ambiguity, learns new domains quickly, and has the range to take on increasingly complex business, and technology challenges over time.

This is an exciting opportunity for a life sciences strategy consultant or customer success professional who combines structured problem solving and strong stakeholder management with the curiosity and adaptability to grow alongside our products and our customers.

What You'll Do

• Strategic Account Leadership & Customer Advisory: Own the strategy for a portfolio of customer accounts, building trusted relationships across clinical, digital, data, and technology stakeholders. Bring structure to complex customer needs, proactively managing risks and orchestrating the right Faro capabilities to drive outcomes. Develop a deep understanding of each customer's evolving priorities, connecting Faro's capabilities to broader business objectives and advising on how to maximise value over time.
• Customer Success, Adoption & Change Leadership: Own the customer success approach from onboarding through long-term adoption, proactively monitoring account health, engagement, satisfaction, and risk. Help customers embed Faro into their workflows through thoughtful change management, identifying barriers to adoption and adapting the approach as their organisation, priorities, and Faro's capabilities evolve.
• Value Realization, Retention & Growth: Establish how each customer defines success and ensure progress, outcomes, and ROI are measured and communicated. Identify retention risks early, lead the mitigation strategy, and qualify opportunities for expansion in partnership with Commercial.
• Executive Relationship Management: Build relationships across users and senior customer stakeholders, developing the executive presence required to represent Faro confidently as those relationships grow. Lead governance and strategic discussions that maintain alignment, communicate value, and help customers navigate complex decisions.
• Voice of the Customer & Cross-functional Leadership: Bring a holistic view of customer needs, sentiment, risks, and opportunities back into Faro, synthesising feedback and giving Product and other teams the business context needed to act on it effectively. Work across Commercial, Product, Solutions Onboarding, Data, and other teams to ensure customer insight informs both individual account decisions and Faro's broader priorities.
• Customer Strategy Capability Development: Help evolve how Customer Strategy operates as Faro scales, contributing new ideas, customer learnings, frameworks, and best practices across customer success, strategic account management, change management, and AI-enabled clinical development transformation.

Why Join Faro?

• Help leading life sciences organizations modernize how clinical development work gets done
• Work at the intersection of AI, clinical development, customer strategy, and enterprise transformation
• Take meaningful ownership of strategic customer relationships and see the long-term impact of your work
• Join a team where curiosity, adaptability, and expanding your range are valued as the company grows
• Develop broad strategic and customer leadership capabilities with meaningful opportunities for professional growth as Faro scales

Requirements

About You

• 5+ years of experience in strategy consulting, business advisory, customer strategy, customer success, business transformation, or other customer-facing strategic roles, ideally within life sciences and SaaS / AI-enabled companies
• Strong understanding of pharmaceutical R&D, clinical development, or an adjacent domain, with the curiosity and ability to develop expertise in new areas quickly
• Strong structured problem-solving skills, including the ability to take an ambiguous problem, identify what matters, and turn it into a clear path forward
• 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 communication and storytelling skills, with the ability to synthesize complex information into clear recommendations for different audiences
• Comfortable engaging senior customer stakeholders, with the potential and ambition to grow into increasingly executive-facing relationships
• Commercial awareness and an understanding of how customer value, adoption, retention, and growth connect
• High learning agility and intellectual curiosity, with a track record of taking on unfamiliar problems, developing new capabilities, and expanding your scope as business needs evolve
• Comfortable operating in a fast-moving environment where roles, priorities, products, and ways of working will continue to evolve
• Self-directed and proactive, with the judgment to identify what needs to happen rather than relying on a fully defined process
• Ability to travel up to 30%

Nice to Have

• Management consulting experience within life sciences
• Experience working with AI-enabled or SaaS platforms
• Familiarity with protocol design, protocol optimization, patient-centric trial design, or clinical trial planning
• Experience with change management, organizational transformation, or adoption frameworks
• Experience working across business and technology stakeholders on enterprise transformation initiatives

Benefits

Salary

• Salary range for this position is $143,000 to $173,000.
• Salary listed reflects the base salary only and does not include other elements of total compensation.
• 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 Plan (401k)
• Life Insurance (Basic)
• Short Term and Long Term Disability
• Paid Time Off (Flexible Vacation Policy; Paid Sick & Public Holidays Observed)
• Training & Development Reimbursement
• Hybrid Work Environment
• Peer-to-peer bonus program
• Company/department outings and events
• Stock Option Plan
• San Diego Office Amenities; gym, restaurant tenant discount, Padel Nine