CSM Consulting Practice Director

Oracle

17h

About The Position

At Oracle NetSuite, we’re dedicated to empowering customers throughout their journey—from onboarding and adoption to long-term value realization. As CSM Consulting Practice Director, you will lead and oversee the Customer Success Manager (CSM) delivery team, acting as both a hands-on contributor and a strategic coach. You’ll provide direct guidance and program oversight to ensure excellence in execution, drive program management, and advance our playbooks and process efficiencies. Your leadership will ensure that your team delivers proactive, impactful guidance, measures and communicates value, and continually evolves to meet customer needs—resulting in increased customer adoption, success, and retention.

Requirements

Bachelor’s degree in Business, Management, or a related field (MBA or equivalent a plus).
8+ years of experience in customer success, program management, or client-facing leadership roles.
Demonstrated success in managing delivery teams and scaling methodologies in dynamic, innovative environments.
Strong analytical, organizational, and communication skills.
Proven ability to drive change, foster engagement, and manage cross-functional initiatives.

Nice To Haves

Experience in SaaS, cloud, or technology sectors preferred.

Responsibilities

Team Leadership & Development:
Actively manage, motivate, and mentor a high-performing delivery team, providing hands-on support and coaching to ensure successful client engagements and program execution.
Lead, motivate, and develop a team of specialists, setting clear goals, providing regular coaching, and enabling professional growth.
Empower and champion team members’ ongoing development through knowledge sharing, cross-functional collaboration, and talent development.
Regularly monitor performance metrics, coach the team on achieving goals, and implement strategic adjustments to ensure continued success.
Methodology & Execution Leadership:
Develop, refine, and implement the overall client engagement methodology to deliver exceptional service experiences.
Ensure standardization, consistency, and scalability in execution across the team.
Evaluate program and team performance using analytics and feedback, implementing process improvements, and driving attainment of operational playbooks and best practices.
Model a hands-on contributor/coach approach, providing direct delivery and strategic oversight to ensure alignment and consistency across all initiatives.
Program Management & Innovation:
Oversee and coordinate multiple customer success programs, initiatives, and projects, ensuring consistent, standardized execution aligned to strategic business goals.
Identify trends, industry best practices, and customer feedback to inform ongoing program enhancements.
Foster a culture of innovation and continuous improvement to maintain a competitive and client-focused approach.
Champion operational playbook adoption and drive process efficiencies, continually evolving the Customer Success model to deliver greater value.
Stakeholder & Cross-Functional Engagement:
Secure team and stakeholder commitment for new initiatives and guide the organization through periods of ambiguity.
Proactively communicate program vision, progress, outcomes, and value to stakeholders, anticipating and responding to concerns and feedback.
Partner with Sales, Product, Customer Success, and other business units to ensure cohesive customer journeys and cross-team alignment.
Represent the team in executive and strategic planning forums.
Customer Advocacy & Success:
Ensure the team delivers measurable value to clients, driving high satisfaction, retention, and advocacy.
Direct initiatives that transform clients into long-term partners and positive references for Oracle NetSuite.