Senior Manager, Customer Success

Responsibilities

• 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.

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