Senior Manager, Customer Success, Europe North

Oracle is transforming how businesses operate through world-class cloud technology—and our Customer Success Services (CSS) team plays a critical role in helping customers realize that value. As a Senior Manager, Customer Success Management for Europe North, you will lead a team of seasoned professionals focused on maximizing customer adoption, retention, and SaaS expansion. You’ll partner closely with Sales, Product, and Support to drive measurable business outcomes for our customers—while building a collaborative, purpose-driven team culture.

What you will do

As Senior Manager, Customer Success Europe North, you will:

• Lead, coach, and empower a team of Senior Customer Success Managers (CSMs) to deliver exceptional customer experiences and outcomes.
• Drive execution of the Customer Success operating model across your region, with accountability for:
  • Contract Base Growth through SaaS expansion
  • SaaS Adoption and Utilization across Oracle Cloud applications
  • Customer Health, Retention, and Advocacy
• Collaborate with Oracle’s Application Sales, CSS Sales, Support, and Product Development teams to align on customer strategies and resolve challenges swiftly.
• Analyze customer data and feedback to identify risks and opportunities; act on insights to continuously improve impact and results.
• Serve as an executive escalation point, ensuring timely and effective resolution of issues.
• Monitor and report on KPIs, customer health metrics, and team performance to regional and global leadership.
• Contribute to EMEA Customer Success strategy by sharing regional insights and best practices.

What we are looking for

• People management/Leadership experience
• Experience in working across the assigned geography
• ERP/HCM Implementation experience
• Stakeholders management
• Communication skills
• Languages: German & English at a native/full professional level

What we will offer you

• A competitive salary with exciting benefits
• Flexible and remote working
• Learning and development opportunities to advance your career
• An Employee Assistance Program to support your mental health
• Employee resource groups that nurture our diverse communities
• Core benefits such as medical, 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 that to build the future, we need people with a diverse set of backgrounds, perspectives, and abilities. That’s why we’re committed to creating a workplace where all kinds of people can do their best work. When everyone’s voice is heard and valued, we’re encouraged to go beyond what’s been done before.

https://www.oracle.com/corporate/careers/diversity-inclusion/

Career Level - M3

• Own regional performance for key Customer Success KPIs, including renewal rates, expansion ARR, and customer satisfaction.
• Develop team capabilities through coaching, mentoring, and structured enablement programs.
• Scale and optimize internal processes to improve operational efficiency and service consistency.
• Establish clear goals, track performance against quarterly targets, and implement corrective actions where needed.
• Build and maintain strong executive relationships with strategic customers to drive retention and upsell.
• Escalate critical customer issues appropriately and advocate internally for swift resolution.
• Contribute to regional and global planning efforts and represent the Europe North region in leadership forums.