SVP or VP of Customer

Faro aims to improve lives by helping life sciences companies answer complex clinical questions, simply, efficiently, and effectively. Our software platform is used to orchestrate complex clinical development with a single source of truth. It brings words, data, and teams together, empowering researchers to design more intelligent trials, master complexity, and reach milestones faster. The SVP or VP of Customer is a key member of Faro's leadership team who will be entrusted to scale our customer-facing organization through a period of rapid growth and increasing product sophistication. This role requires a leader who can operate strategically and tactically, rolling up their sleeves to work through ambiguity, while strengthening and evolving the systems, playbooks, and operating rhythms already in place. A defining part of Faro's customer experience is that almost every customer feels like they are Faro's most important customer. This role is accountable for preserving that high-touch, high-ownership experience as Faro scales, building structure without creating bureaucracy, and ensuring customers continue to feel prioritized, supported, and successful. This leader has direct responsibility for the Customer organization and is accountable for customer outcomes.

• Note: Candidates and Recruiting Agencies, please do not contact our employees regarding the position or your application status. Doing so will automatically disqualify you from the position or working with us. Only applications submitted through the designated link will be considered. Please DO NOT SPAM our employees regarding the role or your application status

Duties And Responsibilities

• Own ultimate accountability for end-to-end cross-functional alignment of customer outcomes, including onboarding, implementation, adoption, retention, renewal readiness, and expansion enablement
• Lead and scale Faro's Customer organization across:
• Customer Strategy (customer adoption planning, workflow integration, stakeholder mapping, and expansion enablement in partnership with Commercial)
• Clinical Solutions (user education and enablement and analytics interpretation)
• Customer Success (formal training programs and customer support)
• Professional Services (platform configuration and API-based integrations into customer systems and third-party tools)
• Drive the evolution of Faro's customer operating model by identifying cross-functional breakpoints, strengthening effective practices, and driving standardization where required to support consistency, scalability, and a cohesive customer experience
• Identify where Faro's current approach will break at the next stage of growth, and proactively evolve the operating model before it becomes a problem
• Create and refine scalable playbooks across onboarding, services delivery, enablement, support, renewals, and customer-led expansion, introducing structure only when it meaningfully improves consistency and outcomes
• Build clarity of ownership and handoffs across teams to reduce friction and improve the customer experience as volume and complexity increase
• Set and oversee the customer operating cadence, aligning on expectations for health reviews, escalation management, renewal forecasting, executive account planning, and delivery tracking, and holding teams accountable for consistent execution in close partnership with functional leads
• Serve as an executive sponsor for key enterprise accounts, building trusted relationships and supporting complex escalations when required
• Maintain Faro's white glove customer experience at scale, ensuring customers feel prioritized and cared for, not routed into a generic process
• Partner cross-functionally with Product, Engineering, and Commercial teams to ensure customer feedback translates into product improvements and growth outcomes
• Coach and develop leaders and teams, building a culture of ownership, empathy, execution, and high standards

Requirements

Qualifications

• Proven experience scaling customer-facing teams through meaningful growth in a B2B SaaS company, preferably within pharmaceutical or life sciences sectors. AI-first or AI-enabled experience strongly preferred
• Demonstrated success operating through ambiguity, delivering outcomes while evolving systems, structure, and team capabilities
• Experience leading multi-disciplinary customer functions, including some combination of Customer Success, Professional Services or Implementation, Support, Enablement, and Customer Strategy
• Strong track record improving retention, adoption, and expansion readiness in enterprise environments
• Comfortable operating as a highly hands-on leader, able to move from executive strategy to tactical execution without hesitation
• You maintain a strong balance of idealism and pragmatism, driving innovative approaches while ensuring practical implementation

Skills and Competencies

• Strategic and tactical leadership, able to set direction while staying deeply engag