Sr Customer Success Manager

The Oracle Health Customer Success Manager is responsible for overseeing an assigned portfolio of Oracle Health customer accounts with a focus on continuous improvements to customer utilization and experience, facilitating contract renewals, increased customer satisfaction, service level attainment and incremental revenue growth.

 

The Customer Success Manager oversees customer experience through the customer lifecycle and is accountable for overall Implementation and operational success of the customer with using Oracle Health solutions and services. The CSM seeks and identifies opportunities for ongoing improvement and simplification in business operating procedures leading to improved effectiveness of the organization and optimization of Oracle Health product/system use, adoption, and value realization. 

 

The Customer Success Manager identifies, develops, tracks, and manages priorities and committed actions to ensure progress. Additional responsibilities include cultivating strong partnerships with key internal and external stakeholders and leveraging relationships to achieve positive outcomes and incremental revenue growth within the assigned customer account portfolio.

 

The senior Customer Success Manager portfolio includes clients with varying needs and complexity. One or more clients may have significant needs related to upgrades, implementations, renewals, transformation, adoption, or all of these factors based on business needs.

The CSM will be measured on the following: 

•    Strong Success Plans for their customer or portfolio of customers

•    Referenceability

•    Success Stories

•    ARR retention and growth 

•    Contract renewal rate

•    Code currency

•    Sales Leads generated (aka white space) 

•    Overall customer satisfaction

•    Metrics driven, Customer advancement and performance on defined KPIs

•   Growth of the overall culture and practice of customer success within Oracle Health by participating in key initiatives, be a part of or lead the building of CS tools and enablers, mentoring and growing junior CSMs and evangelizing the practice of CS across Oracle Health

 

 

Develop long term partnership with our customers to ensure they remain successful by realizing the full value of their investment with us to ensure customers continue/replenish/renews contract with Oracle. Responsible for maintaining a high level of customer satisfaction by being a liaison between our customers and Oracle's internal operations. Identify product adoption, expansion and up sell opportunities. Provide input into the CSM methodology and direction. Act as mentor to newer CSMs on a voluntary basis.

 

Executive Relationship Ownership

• Serve as a relationship owner for CIO, CMIO, CNIO, CFO, COO, and other C-suite stakeholders, ensuring consistent executive engagement, alignment on strategic priorities, and a clear understanding of Oracle Health vision and organizational objectives.
• Build and maintain trusted advisor-level relationships with health system executives, demonstrating credibility across clinical, operational, and technical leadership.
• Lead executive-level discussions and briefings, proactively surfacing insights, risks, and recommendations that influence strategic decision-making.
• Coordinate and facilitate routine CXO governance meetings and Customer Value Reviews.

 

 

 

Executive Communication & Presentation Skills

• Prepare and deliver executive level presentations for senior healthcare leadership, covering Oracle’s vision and new AI capabilities and translate product capabilities, roadmap updates, and analytics into an executive-ready narrative. 
• Support strategic alignment and value realization aligned to customers strategic initiatives.
• Present to large, cross-functional audiences, including boards, hospital leadership teams, and multi-hospital system executives.
• Demonstrate exceptional communication skills, including the ability to handle challenging conversations and influence outcomes across the healthcare ecosystem.

 

 

 

Knowledge, Skills & Experience:

•    BS or BA degree in related field and/or related and equivalent job experience.

•    8+ years of Healthcare Information Technology (HCIT) experience in Consulting, Support, Project/Program Management, Client Relationship Management and/or other client facing HCIT solution work.