CSM Manager - Customer Success

Key Responsibilities: 

• Team Leadership & Talent Development 

• Lead, coach and mentor a global team of CSMs, fostering both professional and personal growth. 

• Recruit, retain and develop a high-performing team, providing ongoing feedback and support. 

• Champion ongoing skill development, including participation in training and certification as appropriate. 

• Customer Engagement & Success • Guide your team as they develop deep understanding of customers’ business processes, goals and strategies in relation to NetSuite and associated Oracle systems. 

• Ensure CSMs build and execute actionable, strategic roadmaps, aligning immediate actions with long-term customer objectives.

 • Enable CSMs to proactively provide resources and advice, helping customers drive adoption and achieve ROI. 

• Promote effective communication and lasting relationships with key decision makers within customer organizations.

• Operational Excellence & Collaboration 

• Guide and support the team in identifying product expansion, up-selling, and cross-selling opportunities, while partnering with Sales teams as appropriate to drive program success. 

• Partner closely with the Account Management Organization to ensure continued client growth, success and maximize the overall value delivered to customers.

 • Collaborate with other cross-functional teams (Consulting, Education, Support, etc.) to ensure cohesive and impactful customer experiences. 

• Oversee and prioritize team engagements, ensure optimal resource allocation and resolve bandwidth constraints to deliver customer value. 

• Track and report on team performance metrics including Customer Satisfaction (C-Sat), Annual Recurring Revenue (ARR), retention, referenceability and other key outcomes. 

• Continuous Improvement & Practice Growth 

• Identify trends and implement improvements in team processes and activities. 

• Collaborate with stakeholders to define, refine and disseminate operational best practices, tools and assets used by the Customer Success team. 

• Model and encourage best practices in customer relationship management and communication. 

• Education & Training Enablement 

• Ensure CSMs are equipped to support training user adoption initiatives and guide customers through change management as part of the engagement process. • Encourage a culture of continuous learning and professional development within the team to deepen team expertise in functional/technical areas of NetSuite.

Qualifications & Preferred Skills: 

• Bachelor’s degree or equivalent professional experience required. 

• Demonstrated success leading, mentoring and developing customer-facing teams in a SaaS, ERP/CRM, or cloud software environment. 

• Functional or technical experience with NetSuite or comparable ERP/CRM platforms is highly desirable.

 • Proven ability to collaborate and build consensus in a high-growth, matrixed environment. 

• Excellent written, verbal, interpersonal and executive-level presentation skills.

 • Strong organizational and analytical abilities; capable of balancing multiple priorities in a dynamic, fast-paced environment. 

• Track record of achieving customer satisfaction, revenue and retention targets.

Why Oracle NetSuite?
Join a collaborative and high-impact team where your leadership will drive transformation and value for customers worldwide. At Oracle NetSuite, we are passionate about empowering our customers and people at every step of the journey.

Qualifications

Career Level - M2

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity. 

We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.

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Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.