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Salary: USD 139,400 - 200,000 / annual
Oura is seeking an experienced Senior Manager, Customer Success to lead and scale a high-performing team of Customer Success Managers. You will drive customer retention, expansion, operational excellence, and lifetime value across the customer base while combining strategic vision with hands-on leadership.
In this role, you will lead, mentor, and develop a team of senior CSMs, fostering accountability, empathy, and continuous improvement. You'll guide your team through complex customer environments including clinical data collection, participant deployment logistics, data privacy and consent considerations (GDPR/HIPAA), and stakeholder workflows across academic research, pharma, biotech, healthcare, and sports sectors.
You will partner closely with Sales, Enterprise Support, Product, RevOperations, and Marketing to ensure a seamless post-sale customer lifecycle. You'll define and optimize the end-to-end customer journey—including onboarding, adoption, health scoring, renewals, and expansion strategies—establishing repeatable playbooks for ongoing success. You'll implement data-driven processes to proactively monitor account health and churn risks, serve as an executive sponsor for high-value strategic accounts, and manage escalations and critical business reviews (QBRs/EBRs).
As the Voice of the Customer internally, you'll share insights and product feedback with Product, Engineering, and Marketing teams, collaborating with Product Management to advocate for roadmap updates that drive feature adoption and customer satisfaction.
Oura's mission is to empower every person to own their inner potential through its award-winning Oura Ring and connected app, helping millions of people understand and improve their health. The company has offices in San Francisco, San Diego, and Los Angeles for those preferring hybrid or in-office settings, with employees in other major cities occasionally gathering at local co-working locations.
REQUIREMENTS:
- 8+ years of experience in Customer Success, Account Management, or Client Services within B2B SaaS, health-tech, life sciences, or hardware environments
- Minimum 4+ years directly leading teams in complex, cross-functional environments, with ability to balance strategic direction, day-to-day execution, and talent development
- Strong familiarity with research, clinical, academic, or life sciences environments, including data handling, participant workflows, and regulatory/privacy frameworks (HIPAA/GDPR)
- Demonstrated success driving customer retention, account growth, renewals, and operational efficiency in high-touch, consultative B2B relationships
- Proven ability to motivate, lead, and coach a team through growth and change while establishing scalable operational frameworks
- Excellent cross-functional collaboration and communication skills, with ability to articulate complex health and technology topics clearly to internal and external executive stakeholders
- Strong analytical and problem-solving skills, with data-informed approach to account health, capacity planning, and portfolio management
- Builder mindset: comfortable with ambiguity, able to move between strategy and hands-on execution, motivated by creating scalable systems
