Customer Success Manager, Research

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: guiding them from onboarding through adoption, keeping them on track, and building the kind of trusted partnership that drives long-term retention and growth. Customer Success Managers work closely with Sales, Member Experience (MX), and other cross-functional teams to deliver a seamless, high-quality customer experience across onboarding, deployment, ongoing support, and renewal. This role requires strong execution, cross-functional collaboration, and a consultative approach to supporting the high-stakes environment of clinical data collection.

Your portfolio spans academic institutions, pharma and biotech companies, and health outcomes research teams. These customers operate in complex, high-stakes environments — and you'll bring enough familiarity with their world to earn their trust quickly and tailor your approach to their needs. This requires a strong understanding of how research institutions  operate, including their workflows, stakeholder structures, data privacy and consent considerations, data handling practices, and success metrics.

This is a remote role based in the US. We have offices in San Francisco, San Diego and Los Angeles for those who prefer hybrid or office settings. Oura employees in other major cities (like Boston and New York) occasionally gather informally at local co-working locations.

• →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.
• →Own post-sale relationships for a portfolio of customers and/or partners, serving as the primary point of contact for ongoing success.

• 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 — you think commercially, not just relationally.
• 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 — we'll invest in getting the right CSM up to speed on our space.
• A consultative, customer-centric approach with the ability to move beyond support to become a strategic advisor for research institutions and commercial life sciences partners. 
• Strong analytical, problem-solving, and communication skills. 
• Self-starter mentality with the ability to manage multiple priorities in a fast-paced, evolving environment.