Customer Success Manager, Research

ŌURA is dedicated to empowering individuals to achieve their inner potential through innovative health products. The Customer Success Manager will manage post-sale relationships with leading research institutions, ensuring customers derive measurable value from Oura's offerings while collaborating with cross-functional teams to enhance the customer experience.

Responsibilities:

• 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

Requirements:

• 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