NetSuite Customer Success Manager (CSM) - Individual Contributor

The Customer Success Manager (CSM) plays a critical role in ensuring clients achieve meaningful business outcomes through the effective adoption and optimization of Oracle-NetSuite solutions. 
This role blends customer success strategy, education-led adoption and relationship management while acting as a unified point of contact to guide customers toward their desired business outcomes while coordinating internal and partner teams for seamless execution and ensuring the customer sees the benefit of the services provided.

The ideal candidate is a strong coach and facilitator with experience in business process improvement, ERP-enabled transformation, exposure to change management and capable of translating customer priorities into actionable plans and measurable results.

The CSM maintains a services-oriented approach, with a strong focus on customer health, retention, and operational excellence.
 

Key Responsibilities:

• Build and advise on execution of strategic adoption roadmaps that connect near-term quick wins to long-term plans; recommend optimization opportunities, including additional NetSuite capabilities or predefined solutions where appropriate. 
• Monitor client health and usage metrics; listen to customer priorities and provide proactive, iterative advisory guidance that connects system capabilities to business goals, aligning deliverables to outcomes and steering issues to resolution.
• Own engagement governance, timeline, scope, change management, and user adoption plans; serve as the unified point of contact to secure decision-making and buy-in, accountable for driving the customer’s desired business outcomes. Leverage education-led approaches and best practices to increase adoption and ROI. 
• Collaborate across Account Management, Solution Consulting, Customer Success Delivery (CS), Advanced Customer Support (ACS), Technical Support, and partner teams to ensure smooth transitions, clear governance, and risk/issue mitigation throughout the customer journey. 
• Orchestrate issue escalation and resolution by coordinating identified internal team resources; synthesize options and recommend paths that accelerate time-to-value. 

• Maintain a deep understanding of NetSuite functionality, relevant industry standards, and common back-office processes (e.g., Accounting, Inventory, Projects/Services) to advise on best practices and address customer business challenges. 
• Provide updates and potential guidance to billable delivery teams performing hands-on configuration without performing hands-on configuration yourself.
• Strategize, plan and coordinate targeted enablement activities (e.g., UAT, go-live, post–go-live refreshers, SME enablement) using adult-learning techniques and process-based training to drive adoption of the configured NetSuite system. 
• Identifying product expansion, up-selling, and cross-selling opportunities, and collaborating with the sales team as appropriate.
• Support Account Management Organization (AMO) in achieving successful renewals by proactively identifying expansion opportunities, monitoring customer satisfaction and health metrics, sharing customer feedback/sentiment and curating success stories that document measurable outcomes to demonstrate ROI and reinforce renewal value.
• Communicate effectively with executive and functional stakeholders; present insights, recommendations, and outcomes in a concise, impactful way that influences decisions and accelerates adoption. 
• Create and maintain unique Customer Success Plans per account (goals, use cases, milestones, risks, owners, KPIs).  Deliver Business Reviews with executive sponsors. 
• Apply a defined risk framework (red/yellow/green), run root cause and corrective action for material issues, and document closure and lessons learned. 

Preferred Qualifications & Skills:

• Bachelor’s degree in Business, Education, Psychology, Behavioral Science, or a related field.
• 5+ years’ experience in client-facing advisory, or project/program management roles.
• Experience with NetSuite ERP or similar (Oracle Fusion, Acumatica, Infor, Microsoft Dynamics, Intacct, QuickBooks) is preferred.  Equivalent will be considered.
• Strong facilitation and stakeholder management skills.  Excellent written and verbal communication; ability to influence and present to C‑suite stakeholders.
• Proven problem-solving, negotiation and consultative skills; ability to frame functional solutions to complex challenges and present them clearly to executives and practitioners.
• Hands-on experience of ERP-related standards and business practices in common industries, with understanding of solution architectures, knowledge of industry standards and best practices, common challenges