• 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.