Senior Manager of Customer Success

1 month ago

London, Greater London, United Kingdom Oracle Full time
About the Role

As a Senior Manager of Customer Success at Oracle, you will be responsible for driving departmental outcomes within the UK-Europe subregion. Your focus will be on collaborating with customers throughout their relationship and partnership with Oracle, providing transparency of their needs back to the organization.

Key Responsibilities
  1. Build and champion strong, long-lasting relationships with key customers
  2. Lead CSM on several strategic regional client engagements
  3. Serve as the primary point of contact for advanced customer issues and ensure timely resolution
  4. Leads change risk, issues, and run the portfolio status and 'health' to support customer satisfaction
  5. Lead and guide a multicultural team of Customer Success Managers
  6. Cultivate a collaborative and customer-centric culture within the team
  7. Develop and implement employee development plans for each CSM and recommend strategies for improvement areas
  8. Identify learning content to improve CSM knowledge and competencies
  9. Provide leadership and expertise inside projects designed to move the Customer Success organization forward
Requirements
  1. Excellent communication in English and Spanish
  2. Shown experience in customer success management, with a track record of achieving and exceeding targets
  3. Ability to work optimally with and through a matrix and a virtual organization
  4. Successful track record as Program Director of ground-breaking and international SaaS transformation
  5. Experience in running Turnaround of increased IT transformation projects
  6. Bring a good level of overall functional Expertise in SaaS (especially in the C&E industry)
  7. Commercial sensitiveness of SaaS Software contracts and Implementation costs
  8. Flexibility to work from home or travel across the region when required
  9. +10 years of validated experience in a customer success role
  10. +7 years of confirmed experience in customer success management managing a team
About Oracle

At Oracle, we don't just respect differences—we celebrate them. We believe that innovation starts with inclusion and to create the future we need people with diverse backgrounds, perspectives, and abilities.

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