Key skills
SaaSCRMProject ManagementCommunicationCustomer SuccessAccount ManagementSales
About this role
Role Overview
- 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.
Benefits
- 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