Senior Manager, Customer Success

Oura; United States; Hybrid; USD 155,000 - 190,000; Full time

Benefits offered by this job

Competitive salary and equity

Health, dental, vision insurance

Ōura Ring and employee discounts

Paid time off + holidays + wellness

Sick leave and parental leave

Job summary

Ōura is seeking a Sr. Manager, Customer Success to lead and scale a high-performing team of Customer Success Managers.

You will drive retention, expansion, and operational excellence across the enterprise customer base, serving as an executive sponsor for key relationships and collaborating closely with Sales, Product, and Marketing. You will oversee onboarding, health scoring, renewals, and playbooks to create scalable, data-driven customer success processes while living our values and

Qualifications

• 8+ years in Customer Success, Account Management, or Client Services in B2B SaaS/health-tech environments.
• Minimum 4+ years directly leading teams in complex cross-functional settings.
• Strong familiarity with HIPAA/GDPR and data privacy in research environments.
• Proven success in driving retention, renewals, and account growth.

Responsibilities

• Lead, mentor, and scale a team of Senior Customer Success Managers with clear KPIs and development plans.
• Navigate complex environments including clinical data collection and participant workflows with privacy considerations.
• Partner with Sales, Product, RevOps, and Marketing to ensure a seamless post-sale lifecycle.
• Define and optimize the end-to-end customer journey: onboarding, adoption, health scoring, renewals, expansions.

Skills

Team leadership

Cross-functional collaboration

Healthcare data privacy

Job description

Our mission at the company is to empower every person to own their inner potential. Our award-winning products help our global community gain a deeper knowledge of their readiness, activity, and sleep quality by using their the company Ring and its connected app. We've helped millions of people understand and improve their health by providing daily insights and practical steps to inspire healthy lifestyles.

Empowering the world starts with living our values and empowering our team. As a quickly growing company focused on helping people live healthier and happier lives, we ensure that our team members have what they need to do their best work — both in and out of the office.

We are seeking an experienced, strategic, and results-driven Sr. Manager, Customer Success to lead and scale a high-performing team of Customer Success Managers (CSMs). In this role, you will be responsible for driving customer retention, expansion, operational excellence, and lifetime value across our customer base.You will combine strategic vision with hands-on leadership—coaching your team, building scalable Customer Success processes, and acting as an executive sponsor for key client relationships.

What You Will Do:

• Lead, mentor, and scale a team of senior Customer Success Managers, fostering a culture of accountability, empathy, and continuous improvement with clear performance goals, KPIs, and professional development plans for direct reports.
• Guide your team in navigating complex customer environments—including clinical data collection, participant deployment logistics, data privacy and consent considerations (GDPR/HIPAA), and stakeholder workflows across all priority sectors including; academic research, pharma, biotech, healthcare and sports sectors.
• Partner closely with Sales, Enterprise Support, Product, RevOperations, and Marketing to ensure a seamless post-sale customer lifecycle and advocate for customer/market needs
• Define and optimize the end-to-end customer journey, including onboarding, adoption, health scoring, renewals, and expansion strategies. Establish repeatable playbooks to ensure ongoing a
• Implement data-driven processes to proactively monitor account health, churn risks and mitigation strategies.
• Serve as an executive sponsor for high-value strategic accounts, managing escalations and leading critical business reviews (QBRs/EBRs).
• Act as the Voice of the Customer (VoC) internally, sharing insights and product feedback with Product, Engineering, and Marketing teams.
• Collaborate with Product Management to advocate for roadmap updates that drive feature adoption and customer satisfaction.

We have offices in San Francisco, San Diego and Los Angeles for those who prefer hybrid or office settings. Ōura employees in other major cities (like Boston and New York) occasionally gather informally at local co-working locations.

What you'll bring

• 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
• A builder mindset: comfortable with ambiguity, able to move between strategy and hands‑on execution, and motivated by creating scalable systems that outlast any single program or partnership.
• If you are excited about building and scaling the operational backbone of the company’s enterprise support experience — and you thrive at the intersection of people, process, and systems — we’d love to hear from you.

Benefits

At Ōura, we care about you and your well-being. Everyone here at Ōura has a ring of their own and we are continually looking to improve employee health.

What we offer:

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

Ōura takes a market-based approach to pay, which may vary depending on your location. US locations are categorized into tiers based on a cost of labor index for that geographic area. While most offers will be closer to the starting range, successful candidates' pay will be determined based on job-related skills, experience, qualifications, work location, internal peer equity, and market conditions. These ranges may be modified in the future.

Region 1 $170,000 - $200,000

Region 2 $154,700 - $182,000

Region 3 $139,400 - $164,000

A recruiter can determine your Region based on your US location.

We are not considering candidates residing in the following states: Alaska (AK), Delaware (DE), Iowa (IA), Mississippi (MS), Nebraska (NE), South Dakota (SD), West Virginia (WV), and Wisconsin (WI).

the company is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. Individuals seeking employment at the company are considered without regard to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. We will not tolerate discrimination or harassment based on any of these characteristics.

We will work to ensure individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions, and to receive other benefits and privileges of employment.