Customer Success Director – Core Banking Cloud Transformation

Oracle is a global leader in financial services software and is deeply committed to supporting the transformation of the financial services industry. Oracle brings together a broad application and technology ecosystem to help financial institutions modernize with confidence.

Oracle has established a Customer Success organization focused on enabling successful cloud implementation, adoption, and renewal outcomes worldwide. In this role, you will work with Tier 1 and systemically important financial institutions.

The Customer Success team focuses on:

• Enabling strong cloud execution: Partnering with Sales and supporting field enablement to help deliver successful cloud outcomes.
• Delivering on the promise: Owning the post-sales relationship, driving adoption and value realization, and strengthening partnership alignment to support renewals and expansion. You will act as a strategic advisor to help clients maximize the value of their investment.
• Being the Voice of the Customer: Advocating for customer needs and ensuring emerging requirements are communicated to Product Management and internal stakeholders.

 

What you’ll do

You will work with a lighthouse customer to develop and strengthen the enterprise partnership and drive high-quality lifecycle outcomes by:

• Leading executive alignment around long-term business value and strategic roadmap evolution 
• Driving post-implementation adoption optimization and measurable ROI realization over time 
• Supporting renewal readiness and identifying responsible expansion opportunities 
• Acting as a structured Voice of the Customer into Product and internal stakeholders
• Serving as a trusted advisor on use cases, product capabilities, and best practices
• Creating customer-facing deliverables (e.g., presentations, process recommendations, strategic updates) for audiences ranging from executives to end users
• Representing Oracle as a domain and product resource in customer engagements and internal communities
• Building strong, durable relationships that drive customer satisfaction, retention, and growth
• Partnering internally to identify expansion opportunities and support “non-event” renewals
• Contributing to the evolution of Customer Success methodology and practices
• Mentoring newer CSMs on a voluntary basis

 

What you’ll bring (success profile)

To be successful in this role, you will demonstrate:

• Banking finance domain experience: Deep understanding of core banking transformation (e.g., accounts, digital, lending). 
• Technology and delivery fluency: While not hands-on, you are comfortable with cloud concepts, enterprise service delivery, and project/program execution. You will be expected to certify on Oracle Cloud Infrastructure (OCI) and leverage Oracle networks to drive timely resolution and best-practice adoption.
• Executive-level customer presence: Strong written and verbal communication skills, ability to manage expectations and escalations, and experience engaging senior stakeholders, including C-level executives.
• Commercial acumen: Comfort working within contractual constructs, aligning outcomes to commercial terms, identifying expansion opportunities, and clearly articulating business value.
• Drive and resilience: Change in large institutions takes persistence; you can influence, advocate, and sustain progress over time.

 

Preferred Qualifications

• Essential: Experience with core banking transformation
• Typically 12–15 years of professional experience
• Experience in a consulting role
• Background in one or more of: engineering, sales engineering, consulting, business analysis, solution architecture; SaaS experience preferred
• Understanding of enterprise technical architectures and operating environments
• Demonstrated ability to build relationships across executive, legal, technical, finance, support, sales, and marketing stakeholders
• Project/program management experience leading cross-functional technical and business teams to resolve issues and deliver outcomes
• Ability to develop and present business cases to internal and customer audiences
• Strong organisational, time management, and communication skills
• Practical, hands-on mindset; willing to support where n