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Salary: USD 139,400 - 200,000 / annual
Oura is seeking a Senior Manager, Customer Success to lead and scale a high-performing team of Customer Success Managers. The company's mission is to empower people to own their inner potential through its award-winning Oura Ring and connected app, which provides insights on readiness, activity, and sleep quality.
In this role, you will drive customer retention, expansion, operational excellence, and lifetime value across Oura's customer base. You will lead, mentor, and develop a team of senior CSMs while fostering a culture of accountability, empathy, and continuous improvement. You'll establish clear performance goals, KPIs, and professional development plans for direct reports.
Key responsibilities include:
- Leading teams 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.
- Partnering closely with Sales, Enterprise Support, Product, RevOperations, and Marketing to ensure seamless post-sale customer lifecycle management.
- Defining and optimizing the end-to-end customer journey, including onboarding, adoption, health scoring, renewals, and expansion strategies.
- Implementing data-driven processes to proactively monitor account health and churn risks.
- Serving as an executive sponsor for high-value strategic accounts, managing escalations and leading critical business reviews (QBRs/EBRs).
- Acting as the Voice of the Customer internally, sharing 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 has offices in San Francisco, San Diego, and Los Angeles for those preferring hybrid or in-office settings. Employees in other major cities occasionally gather informally 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 the 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 the ability to articulate complex health and technology topics clearly to internal and external executive stakeholders.
- Strong analytical and problem-solving skills, with a 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, and motivated by creating scalable systems.
