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.

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

Customer Success Manager, Research

Key skills