Description
Our mission at Oura is empowering every individual to own their inner potential. Our award-winning products, the Oura Ring and its accompanying app, helps our global community gain a deeper understanding of their health, lifestyle, and sleep quality, which we believe are foundational to living a healthy, fulfilled life.
We are looking for an experienced Director to lead our incredible Customer Success team. The ideal candidate is a strong leader with a background in B2B companies with software and hardware products, who has experience driving key projects to help build and improve internal processes to provide a world-class partner experience. They believe that nothing is above or beneath them, and can work in a fast moving and constantly changing environment. They’re inspired by the opportunity to grow Oura into a global brand and become widely recognized through a superb partner experience. This role will create and run the team strategy and portfolio management for Customer Success, collaborating with cross-functional strategic leaders across Product, Analytics, Marketing, Sales, Finance and Support. This position will be instrumental in defining the strategic direction and approach for how Oura connects product value to customer outcomes by sector.
You’ll be based out of our SF office.
What you will do
- Use quantitative and qualitative feedback to drive product, sales, and operational improvements with leadership teams across the company that enhance the Oura B2B experience.
- Lead the Customer Success team as we continue to grow and scale the team including, but not limited to: setting quarterly goals, strategically balancing partner portfolios amongst the team and prioritizing business critical initiatives.
- Hire, mentor, and shape the capability of a global and rapidly expanding customer success organization, with an eye to developing and motivating leaders while attracting top talent.
- Proactively remove roadblocks that hinder the partner experience by working cross functionally with other departments to anticipate customer needs and drive satisfaction.
- Shape the organizational B2B objectives and success metrics, and guide the team on achieving measurable customer success outcomes.
- Define and manage Customer Success OKRs, in conjunction with CS leaders, to ensure maximum group performance, alignment to corporate OKRs, and execution against team goals.
- Become an expert of all Oura products and services, as well as all Oura product deployment.
Requirements
We would love to have you on our team, if you have
- 7+ years of relevant work experience in building and managing high performing Strategic CSM teams in B2B SaaS and/or hardware companies.
- A strong people management background with 20-50 direct reports; including remote, centralized, and international team setup.
- High level of business acumen and understanding of how revenue leaders work and think.
- Ability to motivate and lead a team through change and ambiguity, while creating scalable pathways for future teams to work together.
- A consultative approach; the ability to develop rapport and trust with internal teams to achieve broader business objectives and goals.
- Excellent interpersonal communication, self-learning, analytical, and problem-solving skills, coupled with the ability to work under pressure and tight deadlines.
- Outstanding written and verbal communication skills for audiences at all levels; you can explain complex issues in simple terms and adapt your tone for different users.
- Self-starter mentality with the ability to navigate a fast paced environment.
Benefits
At Oura, we care about you and your wellbeing. Everyone here at Oura has a ring of their own and are continually looking to improve their health and add to our benefits.
What we offer:
- Competitive salary and equity
- Health, dental, and vision insurance
- Wellness benefits
- Flexible working hours + work-life balance
- An Oura ring of your own
- Beautiful workspace in San Francisco by Pier 31
- 20 days of PTO
- Amazing culture of collaborative and passionate coworkers
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.