Senior Customer Success Manager

Oracle; United States; Remote; USD 80,000 - 130,000; Full time

Job summary

An established industry player is seeking a Senior Customer Success Manager to develop long-term partnerships with clients and ensure they realize the full value of their investments. This role involves managing client relationships, driving product adoption, and identifying expansion opportunities. The ideal candidate will have extensive experience in customer-facing roles, particularly in ERP SaaS, and possess strong communication and presentation skills. If you are self-motivated and passionate about customer success, this is an exciting opportunity to make a significant impact in a dynamic environment.

Qualifications

• 7+ years of customer-facing experience in business and communication.
• Experience with cloud lifecycle methodology and project management.

Responsibilities

• Act as the main point of contact for customers and build relationships.
• Drive maximum adoption of Oracle solutions and identify product renewal opportunities.
• Manage an assigned book of business ensuring deliverables and results.

Skills

Oracle Cloud (SaaS) expertise

Customer-facing experience

ERP SaaS experience

Project management (PMP certification)

Strong presentation skills

Executive communication skills

Education

Bachelor’s degree in Business or related field

Job description

Join to apply for the Senior Customer Success Manager role at Oracle

Job Description

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry leaders in almost every sector, and continue to thrive after 40+ years of change by operating with integrity.

Develop long-term partnerships with our clients to ensure they remain successful by realizing the full value of their investment with us, and to ensure the client continues, replenishes, or renews their contracts with Oracle. Responsible for maintaining a high level of client satisfaction by being a liaison between our clients and Oracle's internal operations. Identify product expansion/upsell opportunities. Work with larger clients. Provide input into the CSM methodology and direction.

Responsibilities

1. Act as the main point of contact for your customers. Build and foster relationships with key customer stakeholders (executives, business & IT leaders, influencers, and decision-makers) to solidify our partnership and commitment.
2. Drive maximum adoption of Oracle solutions and identify/drive product renewal and expansion opportunities via high-value relationships with customers.
3. Manage an assigned book of business in a fast-paced environment, ensuring deliverables, results, and deadlines are achieved.
4. Develop a holistic understanding of your portfolio to grasp customer plans, goals, and desired outcomes.
5. Leverage Oracle’s Customer Success methodology to partner with customer stakeholders, understand their goals/KPIs, assess capabilities, and recommend strategies to accelerate their success.
6. Drive customer implementation success through healthy partner interaction and collaboration with Alliances and Channels.
7. Proactively identify risks and work with the account team to address them promptly.
8. Collaborate internally across Oracle to advocate for the customer and deliver desired outcomes.
9. Identify strategic partnership opportunities within the customer organization and build relationships across their teams.
10. Demonstrate Oracle product knowledge by applying features and functions aligned with customer goals.
11. Guide customers on organizational strategy, governance, and change management best practices.
12. Build customer advocacy and reference-ability.
13. Identify additional Oracle services and expansion opportunities to drive incremental success.

Preferred Qualifications & Skills

• Oracle Cloud (SaaS) functional and/or technical expertise.
• 7+ years of customer-facing experience as a business practitioner and communicator.
• 4+ years of proven experience in ERP SaaS.
• Experience with cloud lifecycle methodology and project management (PMP certification preferred).
• Bachelor’s degree in Business or related field, or equivalent experience.
• Self-starting, entrepreneurial, and able to work effectively in a matrix and virtual organization.
• Proven ability to build trustful relationships with senior leadership and stakeholders.
• Deep knowledge in specific business lines or industries.
• Strong presentation, consulting, and executive communication skills.
• Understanding of enterprise architecture principles is preferred.

Location

• Based in North America - Remote
• Flexibility to work from home and travel up to 25% as needed.