SVP or VP of Customer

Faro builds a software platform that helps life sciences companies orchestrate complex clinical development with a single source of truth. The SVP/VP of Customer will lead and scale Faro’s customer-facing organization, preserving a high-touch “white glove” customer experience while building scalable systems and operating rhythms. The role is accountable for customer outcomes across onboarding through renewals and expansion.

• Own end-to-end accountability for customer outcomes across onboarding, implementation, adoption, retention, renewal readiness, and expansion enablement.
• Lead and scale the Customer organization across Customer Strategy, Clinical Solutions, Customer Success, and Professional Services (including platform configuration and API-based integrations).
• Evolve the customer operating model by identifying cross-functional breakpoints, strengthening effective practices, and standardizing where needed for scalability and consistency.
• Proactively anticipate where current processes will break with growth and update the operating model before issues arise.
• Create and refine scalable playbooks for onboarding, services delivery, enablement, support, renewals, and customer-led expansion.
• Define clear ownership and handoffs across teams to reduce friction and improve customer experience as volume and complexity increase.
• Set and oversee operating cadence for health reviews, escalations, renewal forecasting, executive account planning, and delivery tracking; hold teams accountable in partnership with functional leaders.
• Serve as executive sponsor for key enterprise accounts and support complex escalations.
• Maintain a premium, high-ownership customer experience at scale without unnecessary bureaucracy.
• Partner with Product, Engineering, and Commercial teams to translate customer feedback into product improvements and growth outcomes.
• Coach and develop leaders and teams, reinforcing a culture of ownership, empathy, execution, and high standards.

• Proven experience scaling customer-facing teams through significant growth in a B2B SaaS company (pharmaceutical or life sciences preferred; AI-first/AI-enabled strongly preferred).
• Demonstrated ability to operate through ambiguity while delivering outcomes and evolving systems, structure, and team capabilities.
• Experience leading multi-disciplinary customer functions such as Customer Success, Professional Services/Implementation, Support, Enablement, and Customer Strategy.
• Track record improving retention, adoption, and expansion readiness in enterprise environments.
• Hands-on leadership style, able to shift between executive strategy and tactical execution.
• Strategic and tactical leadership with strong execution focus during growth.
• Ability to preserve high-touch customer leadership at scale.
• Systems thinking without creating bureaucracy; improving consistency and leverage.
• Strong orientation toward measurable customer outcomes and value delivery.
• Executive presence and empathy with senior stakeholders; maintains urgency and accountability.
• Professional services discipline (delivery rigor, scoping, integrations, configuration realities in enterprise SaaS).
• Cross-functional partnership skills with Product, Engineering, and Commercial.
• Capability in team development and building leadership capacity in a scaling organization.
• Startup mindset and adaptability in a fast-moving environment.

• Compensation: Salary range $153,000–$245,000 annually (pay varies by location and factors); equity is a major component of total compensation.
• Work arrangement: Work from home, office, or hybrid.
• Benefits: Medical, dental, and vision; retirement/pension plan; stock option plan; life insurance; short-term and long-term disability; flexible vacation policy plus sick and public holidays; training and development.