Sr Customer Success Manager - Oracle Health
About The Position
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. As a trusted advisor, the Sr CSM builds executive relationships, aligns internal and external stakeholders, and helps customers maximize outcomes from Oracle Health solutions. The role requires business acumen, executive communication skills, and the ability to navigate complex environments, champion customer needs, and mitigate risk. The Sr CSM is accountable for retention, adoption, partnership strategy, and overall customer experience. The position also contributes to Customer Success organizational improvement by sharing insights and best practices, mentoring junior team members, and supporting organizational development initiatives.
Responsibilities
- Develop and maintain relationships with senior customer executives, advising 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 align internal teams to customer priorities.
- Drive adoption and measurable outcomes aligned to customer goals, KPIs, and contractual commitments.
- Guide customers in realizing value from their investments through best practices and solution optimization.
- Monitor customer health, identify risk signals, and coordinate mitigation plans.
- Coordinate product, services, support, sales, and operations teams to deliver a consistent customer experience.
- Facilitate resolution of complex issues as an escalation point and ensure timely, high-quality outcomes.
- Advocate for customer needs in product planning and innovation discussions.
- Develop and execute customer success plans, communication cadences, and governance structures.
- Track and communicate contractual, operational, and strategic commitments.
- Maintain accurate account documentation, forecasting inputs, and customer health assessments.
- Protect and grow customer relationships by identifying expansion opportunities aligned with customer strategy.
- Partner with account teams to influence renewals, expansion cycles, and value-based selling.
- Support commercial planning with insights on customer priorities, risks, and partnership trajectory.
- Share insights, best practices, and lessons learned to contribute to continuous improvement across Customer Success.
- Mentor junior team members and support organizational development initiatives.
Benefits
- Medical, dental, and vision insurance, including expert medical opinion
- Short-term and long-term disability
- Life insurance and accidental death and dismemberment insurance
- Supplemental life insurance for employees, spouses, and children
- Health care and dependent care flexible spending accounts
- Pre-tax commuter and parking benefits
- 401(k) Savings and Investment Plan with company match
- Flexible or accrued paid vacation, depending on eligibility and position
- 11 paid holidays
- Paid sick leave
- Paid parental leave
- Adoption assistance
- Employee Stock Purchase Plan
- Financial planning and group legal benefits
- Voluntary auto, homeowner, and pet insurance
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
