Director, Partner Success
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Job Description
Director, Partner Success at Ōura, empowering ecosystem partnerships within health tech. Overseeing partner lifecycle processes and driving performance management.
Responsibilities:
- 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
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