Customer Success Manager, Research
Our mission at Oura is to empower every person to own their inner potential. Our award-winning products help our global community gain a deeper knowledge of their readiness, activity, and sleep quality by using their Oura Ring and its connected app. We've helped millions of people understand and improve their health by providing daily insights and practical steps to inspire healthy lifestyles. Empowering the world starts with living our values and empowering our team. As a quickly growing company focused on helping people live healthier and happier lives, we ensure that our team members have what they need to do their best work — both in and out of the office. 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. What you will do: 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
We would love to consider you for this role if you have: 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.
Benefits
At Oura, we care about you and your well-being. Everyone here at Oura has a ring of their own and we are continually looking to improve employee health. What we offer: 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 Oura takes a market-based approach to pay, which may vary depending on your location. US locations are categorized into tiers based on a cost of labor index for that geographic area. While most offers will be closer to the starting range, successful candidates' pay will be determined based on job-related skills, experience, qualifications, work location, internal peer equity, and market conditions. These ranges may be modified in the future. Region 1: $119,000 - $140,000 Region 2: $106,250 - $125,000 Region 3: $99,450 - $117,000 A recruiter can determine your zones/tiers based on your US location. We are not considering candidates residing in the following states: Alaska (AK), Delaware (DE), Iowa (IA), Mississippi (MS), Nebraska (NE), South Dakota (SD), Vermont (VT), West Virginia (WV), and Wisconsin (WI) Oura is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. Individuals seeking employment at Oura are considered without regard to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. We will not tolerate discrimination or harassment based on any of these characteristics. We will work to ensure individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Disclaimer: Beware of fake job offers! We’ve been alerted to scammers posing as ŌURA recruiters, especially for remote roles. Please note: Our jobs are listed only on the ŌURA Careers page and trusted job boards. We will never ask for personal information like ID or payment for equipment upfront. Official offers are sent through Docusign after a verbal offer, not via text or email. Stay cautious and protect your personal details. To all recruitment agencies: Oura does not accept agency resumes. Please do not forward resumes to our jobs alias, Oura employees, or any other organization's location. Oura is not responsible for any fees related to unsolicited resumes.