We are seeking an experienced, strategic, and results-driven Sr. Manager, Customer Success to lead and scale a high-performing team of Customer Success Managers (CSMs). In this role, you will be responsible for driving customer retention, expansion, operational excellence, and lifetime value across our customer base.You will combine strategic vision with hands-on leadership-coaching your team, building scalable Customer Success processes, and acting as an executive sponsor for key client relationships.
What You Will Do:- Lead, mentor, and scale a team of senior Customer Success Managers, fostering a culture of accountability, empathy, and continuous improvement with clear performance goals, KPIs, and professional development plans for direct reports.
- Guide your team in navigating complex customer environments-including clinical data collection, participant deployment logistics, data privacy and consent considerations (GDPR/HIPAA), and stakeholder workflows across all priority sectors including; academic research, pharma, biotech, healthcare and sports sectors.
- Partner closely with Sales, Enterprise Support, Product, RevOperations, and Marketing to ensure a seamless post-sale customer lifecycle and advocate for customer/market needs
- Define and optimize the end-to-end customer journey, including onboarding, adoption, health scoring, renewals, and expansion strategies. Establish repeatable playbooks to ensure ongoing a
- Implement data-driven processes to proactively monitor account health, churn risks and mitigation strategies.
- Serve as an executive sponsor for high-value strategic accounts, managing escalations and leading critical business reviews (QBRs/EBRs).
- Act as the Voice of the Customer (VoC) internally, sharing insights and product feedback with Product, Engineering, and Marketing teams.
- Collaborate with Product Management to advocate for roadmap updates that drive feature adoption and customer satisfaction.
We have offices in San Francisco, San Diego and Los Angeles for those who prefer hybrid or office settings. ura employees in other major cities (like Boston and New York) occasionally gather informally at local co-working locations.
What you'll bring- 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, with the ability to balance strategic direction, day-to-day execution, and talent development.
- 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
- A builder mindset: comfortable with ambiguity, able to move between strategy and hands-on execution, and motivated by creating scalable systems that outlast any single program or partnership.
- If you are excited about building and scaling the operational backbone of ura's enterprise support experience - and you thrive at the intersection of people, process, and systems - we'd love to hear from you.
BenefitsAt ura, we care about you and your well-being. Everyone here at ura has a ring of their own and we are continually looking to improve employee health.
What we offer:
- Competitive salary and equity packages
- Health, dental, vision insurance, and mental health resources
- An ura 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
ura 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 $170,000 - $200,000
Region 2 $154,700 - $182,000
Region 3 $139,400 - $164,000
A recruiter can determine your Region based on your US location.
We are not considering candidates residing in the following states: Alaska (AK), Delaware (DE), Iowa (IA), Mississippi (MS), Nebraska (NE), South Dakota (SD), West Virginia (WV), and Wisconsin (WI).
