[Hiring] Customer Success Manager @Ōura

Role Description

As a Customer Success Manager at Oura, you'll own the post-sale relationship for some of the world's leading research institutions — from top academic labs to global pharma and biotech companies. Your job is to make sure these customers get real, measurable value from Oura's products:

• Guide customers from onboarding through adoption.
• Keep customers on track and build trusted partnerships that drive long-term retention and growth.
• Work closely with Sales, Member Experience (MX), and other cross-functional teams to deliver a seamless, high-quality customer experience.
• Support the high-stakes environment of clinical data collection.

Your portfolio spans academic institutions, pharma and biotech companies, and health outcomes research teams. This requires a strong understanding of how research institutions operate, including:

• Workflows
• Stakeholder structures
• Data privacy and consent considerations
• Data handling practices
• Success metrics

This is a remote role based in the US, with offices in San Francisco, San Diego, and Los Angeles for those who prefer hybrid or office settings.

What you will do:

• Own post-sale success for a portfolio of customers, serving as the primary point of contact.
• Build trusted relationships with customer stakeholders, understand their goals and timelines, and align Oura's capabilities to what success actually looks like for their team.
• Drive adoption, engagement, and retention by ensuring customers realize clear value from Oura’s products and services.
• Lead specialized onboarding for research teams, managing deployment logistics for study participants and ongoing lifecycle execution in partnership with Sales.
• Monitor account health, proactively identifying risks, renewal needs, and expansion opportunities.
• Collaborate cross-functionally with Sales, Enterprise Support, Product, and Operations to deliver a seamless customer experience.
• Apply an understanding of research environments — including data privacy considerations (GDPR/HIPAA) and stakeholder structures — to tailor your approach for each customer.
• Manage multiple customer initiatives with strong execution, clear communication, and sound project management.
• Capture and share customer insights to inform product and process improvements.
• Maintain accurate account records and engagement data in CRM and internal systems.

Qualifications

• 5+ years of experience in customer success, account management, professional services, or post-sales roles.
• A track record of owning renewals and contributing to retention and expansion outcomes.
• Experience managing customer relationships in a technology, SaaS, or health-related environment.
• Familiarity with research, health tech, or life sciences environments is a strong plus.
• A consultative, customer-centric approach with the ability to become a strategic advisor.
• Strong analytical, problem-solving, and communication skills.
• Self-starter mentality with the ability to manage multiple priorities in a fast-paced, evolving environment.

Benefits

At Oura, we care about you and your well-being. What we offer:

• Competitive salary and equity packages
• Health, dental, vision insurance, and mental health resources
• An Oura 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
• Market-based approach to pay, varying by location
• Region 1: $119,000 - $140,000
• Region 2: $106,250 - $125,000
• Region 3: $99,450 - $117,000

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