Strategic Initiatives Lead

Job Description

We are seeking an experienced, organized, proactive, and analytical Senior Strategic Initiatives leader for a pivotal role within the Customer Success Organization. As the Strategic Initiatives Leader for Oracle’s Customer Success Management (CSM) organization, you will play a pivotal role in bridging the current enablement and operational gap for these critical customer segments.

You will be responsible for designing, developing, implementing, and optimizing project plans, initiatives, programs, processes, that equip and empower Customer Success Executives and Leadership team. Your expertise will ensure CSMs receive tailored tools, resources, and training, enabling them to proactively address customer needs, maximize value realization, and support retention and expansion goals. You will partner with Product, Sales, Implementers, and Customer Success leadership to design, develop, and optimize programs, processes, and project plans that equip CSMs to deliver exceptional customer experiences and outcomes.

In this role, you will co-manage the Customer Lifecycle Management tool—ensuring it is leveraged to document customer engagements, improve internal workflows, and provide actionable insights for business leaders.

A data-driven approach to designing and implementing programs is essential. Ongoing follow-up and mentorship are crucial, as these efforts will directly impact customer engagement, satisfaction, and long-term business growth. You will provide data-driven analysis and reporting to leadership on project and program adoption and success, as well as proactively identify potential risks and propose mitigation plans.

Your efforts will support ongoing feedback loops, provide mentorship, and represent the voice of both customers and CSMs within Oracle Health. This highly strategic position demands exceptional organizational skills, a strong customer-centric approach, and a blend of operational acumen, and program development. As Project Manager, you will drive and enable process improvements, collaborate with teams to define, schedule, track, and communicate project status and deliverables, and ensure alignment with executive management.

In doing so, you will play a key role in helping the Customer Success Organization exceed client expectations, build long‑term relationships, and contribute to overall company growth and success.

You will analyze customer and CSM feedback to identify systemic challenges, champion process and system improvements, and act as the voice of CSMs for these market segments. Your efforts will help Oracle advance a culture of cross‑functional excellence, accountability, and customer centricity—ultimately driving long‑term success for both our clients and the business.

The Customer Success management organization is intended to be a catalyst for maximizing the value of Oracle Health’s solutions. As such, success managers should help unlock the full potential of Oracle Health by focusing on business outcomes. Indeed, the Customer Success Managers play a key role in driving business outcomes across: (1) customer, (2) product, (3) consulting, and (4) sales.

We are the single source of truth across the complete customer lifecycle. Our goal is to live in the currency of customer success, driving winning NPS, CLV, net retention (NDR), contract base growth (CBG), renewals on ATR, and referenceable logos.

We demonstrate the art of the possible across Oracle Health’s unified suite of offerings, driving adoption and ensuring alignment among customer processes, data, and product(s).

We work with consulting to ensure delivery and go‑live success is the gateway to customer success.

We are the catalyst for advancing ONE Oracle, being the glue for ensuring winning customer success from pre‑sales to Day 2. Simply, Oracle Health’s Account Management organization amplifies customer trust, conversions, and renewals via a solution and time to value focus. In turn, we create customers for life.

• Serve as a subject matter expert for Oracle Health’s…