Director, Partner Success

Role Overview

• Own the partner lifecycle after the deal is signed
• Take handoff from SW/HW Directors at signature and lead the journey through onboarding, launch, optimization, renewal, and expansion.
• Serve as the primary point of contact for our ecosystem partners on performance, operations, and ongoing collaboration.
• Build a scalable Partner Success engine
• Design and implement standard playbooks for onboarding, launch readiness, in‑life support, and QBR/MBR rhythms across partner tiers utilizing the latest tools in AI.
• Segment partners into clear tiers (e.g., strategic, growth, self‑serve) and align level of support, governance, and expectations accordingly.
• Drive performance management and accountability
• Define and manage scorecards and KPIs for each partner (attach rate, multi‑connected %, revenue, engagement, NPS, support metrics).
• Run QBRs/MBRs with partners and internal stakeholders; surface insights, risks, and recommendations.
• Identify underperforming partnerships early and lead structured turn‑around plans (or managed wind‑downs where appropriate).
• Be the voice of partners inside Oura
• Aggregate partner feedback across Product, Engineering, Marketing, Data, and Ops into clear, prioritized themes.
• Influence Ecosystem primitives, motions, and surface roadmap based on what’s actually working in‑market and where friction is highest.
• Help markets (eg. Women’s Health) understand how ecosystem partnerships are performing within their segments.
• Ensure operational excellence and compliance
• Partner with Legal, Security, and Clinical/Regulatory teams to ensure live partnerships operate within approved guardrails (data sharing, privacy, SLAs, reporting).
• Work with Support/MX and Ops to handle escalations gracefully and maintain a high bar for member and partner experience.
• Lead and grow the Partner Success function
• Establish a culture of proactive problem‑solving, data‑driven decisions, and high‑quality communication with both partners and internal teams utilizing AI tools

Requirements

• 8–10+ years in Customer/Partner Success, Account Management, Strategic Partnerships, or Operations in health tech, SaaS, platforms, or similar.
• Experience owning post‑sales performance for complex, multi‑stakeholder partnerships or enterprise customers.
• Strong comfort with data and analytics: you can work with RevOps/Data to define metrics, interpret dashboards, and turn insights into action.
• Demonstrated ability to build or mature Partner Success/CS functions (playbooks, tiering, QBRs, health scoring, tooling).
• Outstanding communication skills: you translate complex concepts into crisp narratives for execs, partners, and cross-functional peers.
• Proven track record leading matrixed initiatives across Product, Engineering, Marketing, Sales/BD, and Operations.
• High integrity around privacy, security, and member trust.
• Fluency with the latest AI tools and building solutions for partner enablement to drive revenue per head efficiency.
• A driven, self-starting mindset, comfortable with ambiguity, energized by building from zero to one.
• A passion to make health a daily practice for millions of people worldwide.

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