Senior Manager, Customer Success

Ōura

10h • $139,400 - $200,000

About The Position

Oura is seeking an experienced, strategic, and results-driven Senior Manager, Customer Success to lead and scale a high-performing team of Customer Success Managers. The role is responsible for customer retention, expansion, operational excellence, and lifetime value across Oura’s customer base. The Senior Manager combines strategic direction with hands-on leadership by coaching the team, developing scalable Customer Success processes, and serving as executive sponsor for key client relationships.

The role guides the team through complex customer environments involving clinical data collection, participant deployment logistics, data privacy and consent considerations, and stakeholder workflows across academic research, pharma, biotech, healthcare, and sports. It partners with Sales, Enterprise Support, Product, RevOperations, and Marketing to deliver a seamless post-sale lifecycle and communicate customer and market needs. The position also defines and optimizes the customer journey, monitors account health and churn risk, manages strategic-account escalations and business reviews, and represents the Voice of the Customer internally.

Oura has offices in San Francisco, San Diego, and Los Angeles for employees who prefer hybrid or office settings. Employees in other major cities, including Boston and New York, may gather informally at local coworking locations. Compensation is market-based and varies by US location tier: Region 1 is $170,000–$200,000, Region 2 is $154,700–$182,000, and Region 3 is $139,400–$164,000. Candidates residing in Alaska, Delaware, Iowa, Mississippi, Nebraska, South Dakota, West Virginia, or Wisconsin are not being considered.

Requirements

• 8+ years of experience in Customer Success, Account Management, or Client Services within B2B SaaS, health-tech, life sciences, or hardware environments.
• At least 4 years of direct team leadership experience in complex, cross-functional environments, balancing 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 HIPAA/GDPR privacy or regulatory frameworks.
• Demonstrated success driving customer retention, account growth, renewals, and operational efficiency in high-touch, consultative B2B relationships.
• Ability to motivate, lead, and coach a team through growth and change while establishing scalable operational frameworks.
• Excellent cross-functional collaboration and communication skills, including the ability to explain 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; comfort with ambiguity and the ability to move between strategy and hands-on execution while creating scalable systems.

Responsibilities

• Lead, mentor, and scale a team of senior Customer Success Managers, establishing accountability, empathy, continuous improvement, performance goals, KPIs, and professional development plans.
• Guide the team through complex customer environments, including clinical data collection, participant deployment logistics, data privacy and consent considerations, and stakeholder workflows across academic research, pharma, biotech, healthcare, and sports.
• Partner with Sales, Enterprise Support, Product, RevOperations, and Marketing to support a seamless post-sale customer lifecycle and advocate for customer and market needs.
• Define and optimize the end-to-end customer journey, including onboarding, adoption, health scoring, renewals, and expansion strategies, and establish repeatable playbooks.
• Implement data-driven processes to monitor account health and proactively identify and mitigate churn risks.
• Serve as an executive sponsor for high-value strategic accounts, manage escalations, and lead critical business reviews such as QBRs and EBRs.
• Act as the Voice of the Customer internally by sharing insights and product feedback with Product, Engineering, and Marketing.
• Collaborate with Product Management to advocate for roadmap updates that improve feature adoption and customer satisfaction.

Benefits

• Competitive salary and equity packages.
• Health, dental, and vision insurance, and mental health resources.
• An Ōura Ring and employee discounts for friends and family.
• 20 days of paid time off, 13 paid holidays, and 8 days of flexible wellness time off.
• Paid sick leave and parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed