Sr Customer Success Manager - Oracle Health at Oracle

Job description

The Sr Customer Success Manager (Sr CSM) is a strategic, customer-facing leader responsible for driving value realization, partnership health, and long-term success across a defined portfolio of high-impact customers. Acting as a trusted advisor, the Sr CSM builds strong executive relationships, aligns internal and external stakeholders, and ensures customers maximize the outcomes of their Oracle Health solutions. The role requires strong business acumen, executive communication skills, and the ability to navigate complex environments while championing customer needs and mitigating risk. The Sr CSM is accountable for retention, adoption, partnership strategy, and overall customer experience Key Responsibilities Strategic Partnership & Executive Engagement • Develop and maintain strong relationships with senior customer executives, serving as their trusted advisor on strategy, value realization, and partnership alignment. • Lead strategic business reviews, roadmap discussions, and long-term planning sessions. • Represent the customer’s voice within Oracle Health and ensure internal alignment to their priorities. Customer Success & Value Realization • Drive adoption and measurable outcomes aligned to customer goals, KPIs, and contractual commitments. • Ensure customers achieve full value from their investments through proactive guidance, best practices, and solution optimization. • Monitor customer health, identify risk signals early, and coordinate mitigation plans. Cross-Functional Leadership • Orchestrate collaboration with product, services, support, sales, and operations to deliver a cohesive and consistent customer experience. • Facilitate resolution of complex issues, acting as the escalation point and ensuring timely, high-quality outcomes. • Advocate for customer needs in product planning and innovation discussions. Operational Excellence • Develop and execute customer success plans, communication cadences, and governance structures. • Ensure all commitments—contractual, operational, and strategic—are tracked, met, and clearly communicated. • Maintain accurate account documentation, forecasting inputs, and health assessments. Retention, Growth & Business Impact • Protect and grow existing customer relationships by identifying expansion opportunities aligned to customer strategy. • Partner with account teams to influence renewals, expansion cycles, and value-based selling motions. • Support commercial planning through insights on customer priorities, risks, and partnership trajectory. Leadership & Thought Partnership • Contribute to continuous improvement across the Customer Success organization by sharing insights, best practices, and lessons learned. • Mentor junior team members and support organizational development initiatives. Disclaimer: Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements. Range and benefit information provided in this posting are specific to the stated locations only US: Hiring Range in USD from $44.90 to $89.90 per hour; from: $93,400 to $187,000 per annum. May be eligible for equity. Eligible for commission with an estimated pay mix of 60/40 - 90/10. Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. Oracle US offers a comprehensive benefits package which includes the following: 1. Medical, dental, and vision insurance, including expert medical opinion 2. Short term disability and long term disability 3. Life insurance and AD&D 4. Supplemental life insurance (Employee/Spouse/Child) 5. Health care and dependent care Flexible Spending Accounts 6. Pre-tax commuter and parking benefits 7. 401(k) Savings and Investment Plan with company match 8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation. 9. 11 paid holidays 10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours. 11. Paid parental leave 12. Adoption assistance 13. Employee Stock Purchase Plan 14. Financial planning and group legal 15. Voluntary benefits including auto, homeowner and pet insurance The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted. As part of Oracle's onboarding process and consistent with applicable law, US-based employees are required to complete identity verification, which involves the collection and processing of their biometric information. Accommodations to this requirement may be granted following an individualized assessment. The Sr Customer Success Manager (Sr CSM) is a strategic, customer-facing leader responsible for driving value realization, partnership health, and long-term success across a defined portfolio of high-impact customers. Acting as a trusted advisor, the Sr CSM builds strong executive relationships, aligns internal and external stakeholders, and ensures customers maximize the outcomes of their Oracle Health solutions. The role requires strong business acumen, executive communication skills, and the ability to navigate complex environments while championing customer needs and mitigating risk. The Sr CSM is accountable for retention, adoption, partnership strategy, and overall customer experience

Requirements

Must-haves

Key Responsibilities Strategic Partnership & Executive Engagement
Develop and maintain strong relationships with senior customer executives, serving as their trusted advisor on strategy, value realization, and partnership alignment.
Lead strategic business reviews, roadmap discussions, and long-term planning sessions.
Represent the customer’s voice within Oracle Health and ensure internal alignment to their priorities.
Customer Success & Value Realization
Drive adoption and measurable outcomes aligned to customer goals, KPIs, and contractual commitments.
Ensure customers achieve full value from their investments through proactive guidance, best practices, and solution optimization.
Monitor customer health, identify risk signals early, and coordinate mitigation plans.
Cross-Functional Leadership
Orchestrate collaboration with product, services, support, sales, and operations to deliver a cohesive and consistent customer experience.
Facilitate resolution of complex issues, acting as the escalation point and ensuring timely, high-quality outcomes.
Advocate for customer needs in product planning and innovation discussions.
Operational Excellence
Develop and execute customer success plans, communication cadences, and governance structures.
Ensure all commitments—contractual, operational, and strategic—are tracked, met, and clearly communicated.
Maintain accurate account documentation, forecasting inputs, and health assessments.
Retention, Growth & Business Impact
Protect and grow existing customer relationships by identifying expansion opportunities aligned to customer strategy.
Partner with account teams to influence renewals, expansion cycles, and value-based selling motions.
Support commercial planning through insights on customer priorities, risks, and partnership trajectory.
Leadership & Thought Partnership
Contribute to continuous improvement across the Customer Success organization by sharing insights, best practices, and lessons learned.
Mentor junior team members and support organizational development initiatives.

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: oracle-cloud
Effort: medium

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Paid Time Off

Parental Leave