SVP or VP of Customer

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 hold 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.

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 engaged in execution during growth.

High-touch customer leadership at scale, preserving a premium, personal customer experience even as volume increases.

Systems thinking without bureaucracy, improving consistency and leverage without slowing teams down.

Customer outcomes orientation, with strong instincts for defining and delivering measurable customer value.

Executive presence and empathy, building trust with senior stakeholders while maintaining urgency and accountability.

Professional services discipline, with strong understanding of delivery rigor, scoping, and integration and configuration realities in enterprise SaaS.

Cross-functional execution, effective partnership with Product, Engineering, and Commercial teams.

Team development, building talent density and leadership capability across a scaling organization.

Startup mindset, thriving in a fast-moving, growth-minded environment and adapting quickly to evolving requirements.