Senior Customer Success Manager - Oracle Healthcare

Oracle Health’s Customer Success organisation helps customers achieve measurable value throughout the SaaS lifecycle, from onboarding and adoption through renewal and expansion. Reporting to the Director of Customer Success, this role manages a portfolio of complex customer accounts and coordinates cross-functional action to improve customer outcomes.

This position has no direct people-management responsibility.

Key Responsibilities

• Manage customer accounts across onboarding, adoption, value realisation, customer health, renewal readiness, and expansion identification.

• Build trusted relationships with customer stakeholders and align Oracle solutions with their business priorities.

• Develop and maintain customer success plans, adoption strategies, success measures, and risk-mitigation actions.

• Use product usage, support trends, customer feedback, and health indicators to identify risks and drive proactive engagement.

• Review implementation progress, customer readiness, governance, and support activity to identify potential issues.

• Coordinate complex customer matters across Sales, Renewals, Support, Consulting, Product, Engineering, Operations, and Technology.

• Improve handoffs between implementation, support, Customer Success, and renewal teams.

• Communicate customer risks, product feedback, business needs, and operational blockers to internal stakeholders.

• Help customers maximise value from Oracle Health, Fusion ERP, EPM, SCM, and other relevant Oracle Cloud solutions.

• Contribute to improvements in Customer Success processes, playbooks, automation, AI-enabled workflows, and service delivery.

• Maintain accurate account plans, customer health assessments, forecasts, risks, and performance updates.

• Share knowledge and best practices with other Customer Success Managers.

Required Experience and Skills

• Minimum five years of experience in Customer Success, SaaS delivery, enterprise applications, consulting, support services, or a related customer-facing role.

• Experience managing enterprise customers throughout the SaaS lifecycle.

• Experience supporting software implementation, adoption, customer health, risk management, value realisation, and renewal readiness.

• Strong customer communication, stakeholder-management, negotiation, and presentation skills.

• Ability to coordinate complex work across multiple teams without direct authority.

• Strong analytical skills and experience using customer success platforms, dashboards, adoption data, or customer-health metrics.

• Ability to work effectively in a global, cross-functional, and matrixed organisation.

Preferred Qualifications

• Experience with Oracle Health, Fusion ERP, EPM, SCM, or comparable enterprise SaaS products.

• Relevant Oracle Cloud or industry certification.

• Experience with AI, automation, customer success tooling, digital operations, or service improvement.

• Experience developing customer engagement playbooks or improving operational processes.

Working Hours

Working hours cover the US East Coast time zone.

Career Level - IC3