Senior Cloud Customer Success Manager - SaaS

Our mission is to be a catalyst for Oracle's customer success. We help our clients realize the maximum value of their Oracle Cloud solutions by unlocking the full potential of Oracle Cloud and focusing on business outcomes. The Customer Success Organization plays a key role in driving business outcomes across customer, product, partners/implementors, and GTM/sales.

This role is a Customer Success Manager who will lead complex partner led SaaS transformational implementations, mitigating risk, ensuring alignment, and driving successful completion for strategic customers. You will govern project management, balance stakeholder expectations, and collaborate across Oracle teams and partners.

• Lead complex partner led SaaS transformational implementations to success.
• Assess and mitigate risk and ensure partner implementation meets standards.
• Manage contracts and mitigate risk for all project constraints.
• Mentor the Customer, Oracle, and Partners, serving as an essential part of the Steer Co.
• Maintain a holistic overview of a portfolio of projects within a client.
• Actively engage with stakeholders to meet expectations and manage commercial implications.
• Drive alignment between Development, Support, Legal, Customer Success, Sales and Applications.
• Collaborate with Alliances and Channels to ensure partners focus on customer success.
• Escalate conflicts between Customer and partner SI and manage resolution.
• Drive partnership success, identify trends, and propose ecosystem improvements.
• Manage solution gaps and development requests with customers and partners.

An out of the box thinker who enjoys tackling challenges hands on, is entrepreneurial, and navigates complexity while building trusted relationships across the customer lifecycle. You are a collaborative team player who takes ownership of your success and that of those around you.

• Enthusiasm, knowledge and business acumen, with a passion for customer success.
• Ability to drive high program and project standards across an indirect Oracle team and partners.

• Lead cross industry consultative conversations to build advisory relationships.
• Demonstrate deep product and market expertise in Cloud Delivery.
• Have 8 10+ years of experience in product line and/or Cloud transformation.
• Lead end to end success of cloud solutions across functional teams.
• Communicate and collaborate with internal and external executives.
• Roll up your sleeves to get the job done while providing leadership.
• Apply technical aptitude and business acumen to solve problems.
• Embrace ambiguity and drive transformational change.
• Lead with ownership and execution in a fast paced environment.
• Deliver on results, deadlines and customer outcomes.
• Communicate effectively across audiences and organizations.

• 8 10+ years of experience.
• Master's degree or equivalent.
• Self starting, entrepreneurial, self managing leader with high adaptability.
• Skilled in matrix and virtual organization management.
• Strong executive communication and stakeholder management skills.
• Track record as Program Director of transformational SaaS projects.
• Experience managing turnaround of escalated IT transformation projects.
• Executive presence and influence.
• Functional expertise in SaaS (especially ERP/HCM).
• Experience leading end to end digital transformation.
• Ability to delegate, monitor and report at executive level.
• Understanding of SaaS contract commercial sensitivities.
• Flexible to work from home or travel up to 50% of the time.

• PMI Project Management Professional (PMP) Certification or equivalent.
• International experience across NA, EMEA, LATAM, and APAC.

• Referenceable Logos, Client Satisfaction (CSAT), NPS, CLV, Renewals on ATR.
• Install Base Expansion, Time to First Value, Account health, Revenue, Net ARR, Net Dollar Retention.
• Partner Success metrics.

IC4

Lead critical projects and manage partner relationships to deliver customer success. Provide strategic guidance and operational oversight while driving continuous improvement.

• Driving a top project and program director role with internal and external visibility.
• Hands on, customer facing experience with Oracle's largest accounts.
• Part of Oracle's Global Customer Success organization, expanding your network.

We celebrate diversity and inclusion. For disability accommodations, contact or +1 .

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration without regard to protected characteristics. Oracle will consider applicants with arrest and conviction records as applicable by law.