Senior Manager - Customer Success UK, Europe, Africa & CIS (English & Spanish speaker)

TN United Kingdom; Reading; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Manager for Customer Success to lead a dynamic team across the UK, Europe, and Africa. This role is pivotal in ensuring clients successfully implement and maximize their use of innovative Construction and Engineering solutions. You will cultivate strong relationships with key customers, drive departmental performance, and oversee the onboarding process, ensuring a seamless experience. This position offers the opportunity to influence customer satisfaction and success while working in a collaborative environment that values diversity and inclusion. If you are passionate about customer success and have a track record of leading teams to achieve outstanding results, this role is perfect for you.

Benefits

Competitive salary

Learning and development opportunities

Employee Assistance Program

Life insurance

Retirement planning access

Inclusive culture

Qualifications

• Proven experience in customer success management with a track record of exceeding targets.
• Experience leading remote multicultural teams in a SaaS environment.

Responsibilities

• Drive departmental outcomes ensuring high levels of customer satisfaction.
• Lead a multicultural team and oversee the onboarding process for new clients.

Skills

Customer Success Management

Communication Skills

Leadership

Problem Solving

Consultative Selling

Education

10+ years in Customer Success

7+ years in Management

Tools

SaaS

Cloud Delivery

Job description

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Senior Manager - Customer Success UK, Europe, Africa & CIS (English & Spanish speaker), Reading

Client: Oracle

Location: Reading, United Kingdom

Job Category: Customer Service

EU work permit required: Yes

Job Reference: 1c5c66cde791

Job Views: 72

Posted: 11.04.2025

Expiry Date: 26.05.2025

Job Description:

Our role is to ensure our customers are successful in implementing, embracing, and maturing their usage of our Construction and Engineering products. Our focus is collaborating with our customers throughout their relationship and partnership with Oracle and providing transparency of their needs back to the organization.

You'll be accountable for driving departmental outcomes within the UK-Europe subregion, ensuring high levels of customer satisfaction by establishing quality and productivity guidelines for each team, driving quality/productivity improvement efforts, and conveying strategies.

The Senior Manager will lead efforts for all aspects of the CSM team, translating departmental goals into performance objectives and measuring against the plan. You will jointly develop an employee development plan and recommend strategies for improvement areas. Your role will also include first-line approval for salary and bonus recommendations as well as approving all personnel decisions (including hiring, promotion, transfer, compensation, and disciplinary action). When required, you will be the lead CSM on several strategic regional client engagements.

What You'll Do

Customer Relationship Management

• Build and champion strong, long-lasting relationships with key customers
• Lead CSM on several strategic regional client engagements
• Serve as the primary point of contact for advanced customer issues and ensure timely resolution
• Lead change risk, issues, and run the portfolio status and ‘health’ to support customer satisfaction
• Lead and guide a multicultural team of Customer Success Managers
• Set departmental and individual performance goals and measure against them
• Cultivate a collaborative and customer-centric culture within the team
• Provide leadership and expertise inside projects designed to move the Customer Success organization forward
• Develop and implement employee development plans for each CSM and recommend strategies for improvement areas
• Identify learning content to improve CSM knowledge and competencies
• Provide leadership and expertise in the development of tools, processes and activities performed by the CSM group

Customer Onboarding

• Supervise the onboarding process for new clients, ensuring a detailed and positive experience
• Develop and implement effective onboarding strategies to drive customer success

Product Expertise

• Develop a deep understanding of our products and services
• Provide guidance and insights to customers on improving the value of our offerings

Renewals and Expansion

• Work closely with the sales team to find opportunities for upselling and cross-selling
• Drive customer renewals by demonstrating the ongoing value of our solutions
• Work closely with the Account Management, Sales and Marketing teams to support strategic client initiatives on a portfolio level

Feedback and Improvement

• Capture customer feedback and collaborate with internal teams to continuously improve products and services
• Implement standard methodologies to enhance the overall customer experience

If you are…

An out-of-the-box problem solver always looking for innovative approaches and solutions. You enjoy rolling up your sleeves and solving challenges with a hands-on approach. You have a passion for customer success across the lifecycle, building relationships that blossom into trusted partnerships one decision at a time. Entrepreneurial-minded with sound judgment and can navigate complexity. You assume responsibility for your success and those around you, modeling integrity and accountability with colleagues and clients.

…Then we want to talk to you!!!

What You’ll Bring

• Your passion, knowledge, and eye for business will help Oracle become the premier cloud service provider
• Ability to have Construction and Engineering industry consultative conversations regarding business challenges and opportunities building trusted advisory relationships with customers and partners alike
• Deep product and market expertise in Cloud Delivery, including customer needs, competitive landscape, and key trends in the industry
• Experience in a customer success role with experience leading remote multicultural teams
• Validated experience leading end-to-end success of cloud solutions across Product and other functions including Marketing, Sales, Service, Alliances, and Support
• A highly collaborative leader who can navigate different personalities and work well in teams
• Significant experience with the Construction and Engineering Oracle products and excellent industry knowledge in the UK and European market
• Excellent communication skills, as well as the ability to provide leadership and direction to a professional team

Key Skills/Qualifications

• Excellent communication in English and Spanish
• Proven experience in customer success management, with a track record of achieving and exceeding targets
• Ability to work optimally with and through a matrix and a virtual organization
• Successful track record as Program Director of ground-breaking and international SaaS transformation
• Experience in running Turnaround of increased IT transformation projects
• Good level of overall functional expertise in SaaS (especially in the C&E industry)
• Commercial sensitivity regarding SaaS Software contracts and Implementation costs
• Flexibility to work from home or travel across the region when required
• 10+ years of validated experience in a customer success role
• 7+ years of confirmed experience in customer success management managing a team

What we will offer you

• A competitive salary with exciting benefits
• Learning and development opportunities to advance your career
• An Employee Assistance Program to support your mental health
• Employee resource groups that champion our diverse communities
• Core benefits such as life insurance and access to retirement planning
• An inclusive culture that celebrates what makes you unique

At Oracle, we don’t just respect differences—we celebrate them. We believe that innovation starts with inclusion and to create the future we need people with diverse backgrounds, perspectives, and abilities. That’s why we’re committed to creating a workplace where all kinds of people can do their best work. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.