Senior Manager, Customer Success

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.

• →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.

• 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 Oura’s enterprise support experience — and you thrive at the intersection of people, process, and systems — we’d love to hear from you.