Oura San Francisco, California, United States Full-time 2024-03-26

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. By providing daily insights and practical steps to inspire healthy lifestyles, we’ve helped over one million people understand and improve their health.

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. 

We have offices in San Francisco and San Diego for those who prefer hybrid or office settings and employee hubs, including New York City, Boston, Los Angeles, Seattle, and more.

We are seeking an experienced customer success manager to join our incredible team. The Customer Success Manager will be responsible for nurturing and growing relationships with our business customers and/or partners. Your primary function is to build strong, long-lasting relationships with assigned customers and/or partners, helping them achieve their goals and maximize the value of Oura’s products and services.  You ensure customer satisfaction and identify opportunities for upselling or cross-selling additional products or services.  

This role will primarily be focused on working within the Research vertical, so a deep and broad understanding of working with Research organizations is essential.

What you will do: 

  • Relationship Management: Build and maintain strong, long-term relationships with assigned business customers and/or partners, becoming their trusted advisor.
  • Onboarding: Guide new customers and/or partners through the onboarding process, ensuring a smooth and successful transition to using the products or services.
  • Product Knowledge: Become an expert of all Oura products and services, as well as all Oura product deployments, to effectively assist customers with their needs and provide relevant solutions.
  • Account Health Monitoring: Continuously monitor customer accounts to identify potential issues or opportunities, proactively addressing them to ensure customer satisfaction and retention.
  • Project Management: Plan, execute and manage complex projects to ensure on time, within budget, successful project outcomes.
  • Customer Education: Educate customers on best practices, features, and updates, helping them optimize their use of Oura’s products and services.
  • Problem Resolution: Act as a mediator between the customer and the company, facilitating the resolution of any customer concerns or issues. Proactively remove operational roadblocks that hinder the customer experience by working cross functionally with other departments to anticipate customer needs and drive satisfaction.
  • Renewals and Upselling: Work towards renewing customer contracts and identifying opportunities for upselling or cross-selling additional products or services.
  • Data Analysis: Analyze customer data and usage patterns to identify trends and make data-driven recommendations for improving customer success.
  • Feedback Collection: Gather feedback from customers and relay it to the product development team to influence product improvements and enhancements.

Reporting: Maintain accurate records of customer interactions and activities, providing regular reports on customer health and engagement.

Requirements

We would love to have you on our team, if you have

  • 2+ years minimum experience of direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, project management or account management functions.
  • 2+years of experience managing Research organizations across diverse domains. 
  • Bachelor’s degree preferred.
  • Demonstrated project management expertise with a keen attention to detail. Experience in Sales processes and Customer Relationship Management (CRM)  systems preferred.
  • A consultative approach; the ability to develop rapport and trust with internal teams to achieve objectives and goals.
  • Excellent interpersonal communication, self-learning, analytical, and problem-solving skills, coupled with the ability to work under pressure and tight deadlines.
  • Ability to understand and communicate client needs to the appropriate teams while balancing those needs against company priorities
  • Outstanding written and verbal communication skills for audiences at all levels; can create and facilitate training programs for teams with little direction.
  • Experience in building relationships with people at a variety of levels.
  • Self-starter mentality with the ability to navigate a fast paced environment.
  • Ability to understand unique customer requirements and identify upsell and cross-sell opportunities.
  • Ability to understand complex products and distill the key value propositions for the product to the customer.

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 and add to our benefits!

What we offer:

Competitive salary and equity packages

Health, dental, vision insurance, and mental health resources

An Oura Ring of your own + employee discounts for friends & family

Fertility benefits through Carrot Pro

Flexible working hours and remote working arrangements

$750 Learning & Development credit

20 days of PTO + 13 paid holidays + 8 days of flexible wellness time off

5 days paid sick leave, 5 days bereavement leave, 12 weeks paid parental leave

Amazing culture of collaborative and passionate coworkers

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 $101,500- $112,000

Region 2 $96,000 – $107,000

Region 3 $91,200-$101,000

A recruiter can determine your zones/tiers based on your US location.

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 regards 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.