Senior Manager, Customer Success

ŌURA

. Lead, mentor, and scale a team of senior Customer Success Managers .

Posted 10/16/2026full-timeRemote • United StatesSenior💰 $139,400 - $200,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in Customer Success leadership, focusing on team development, performance optimization, and strategic account management within B2B SaaS and health-tech environments. Proficient in implementing data-driven processes and fostering cross-functional collaboration to enhance customer satisfaction and retention.

Highest-signal resume keywords

Customer Success LeadershipB2B SaaS ExperienceData-Driven Decision MakingCross-Functional CollaborationRegulatory Compliance (HIPAA/GDPR)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementCustomer Retention StrategiesOperational EfficiencyData HandlingPerformance MetricsKPI EstablishmentOnboarding StrategiesHealth ScoringChurn Risk MitigationStakeholder Workflows

Soft Skills

Team LeadershipCoachingCommunication SkillsAnalytical Problem-SolvingAdaptability

Industry Keywords

Health-TechLife SciencesB2B RelationshipsClinical Data CollectionParticipant WorkflowsConsultative SalesExecutive SponsorshipVoice of the CustomerProduct FeedbackCross-Functional Environments

About the role

Key responsibilities & impact

Lead, mentor, and scale a team of senior Customer Success Managers
Establish performance goals, KPIs, and professional development plans for direct reports
Guide the team through clinical data collection, participant deployment logistics, data privacy and consent considerations, and stakeholder workflows
Partner with Sales, Enterprise Support, Product, RevOperations, and Marketing to ensure a seamless post-sale customer lifecycle
Define and optimize onboarding, adoption, health scoring, renewals, and expansion strategies
Establish repeatable Customer Success playbooks
Implement data-driven processes to monitor account health, churn risks, and mitigation strategies
Serve as executive sponsor for high-value strategic accounts
Manage escalations and lead QBRs/EBRs
Act as the Voice of the Customer internally and share product feedback with Product, Engineering, and Marketing
Collaborate with Product Management to advocate for roadmap updates that drive feature adoption and customer satisfaction

Requirements

What you’ll need

8+ years of experience in Customer Success, Account Management, or Client Services within B2B SaaS, health-tech, life sciences, or hardware environments
Minimum 4+ years directly leading teams in complex, cross-functional environments
Strong familiarity with research, clinical, academic, or life sciences environments, including data handling, participant workflows, and regulatory/privacy frameworks (HIPAA/GDPR)
Demonstrated success driving customer retention, account growth, renewals, and operational efficiency in high-touch, consultative B2B relationships
Proven ability to motivate, lead, and coach a team through growth and change while establishing scalable operational frameworks
Excellent cross-functional collaboration and communication skills, with the ability to articulate complex health and technology topics clearly to internal and external executive stakeholders
Strong analytical and problem-solving skills, with a data-informed approach to account health, capacity planning, and portfolio management
Comfortable with ambiguity and moving between strategy and hands-on execution
Must reside in an eligible US location; candidates residing in Alaska, Delaware, Iowa, Mississippi, Nebraska, South Dakota, West Virginia, or Wisconsin are not considered

Benefits

Comp & perks

Competitive salary and equity packages
Health, dental, vision insurance, and mental health resources
An Ōura 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