Oracle Health Customer Success Market Leader

Customer Success Market Leader

Oracle Health is seeking a Customer Success Market Leader to drive customer outcomes, retention, and enable growth across a strategic portfolio of healthcare customers. This leader will own responsibility for a $250M+ portfolio and lead a team of 7–10 Customer Success Managers, ensuring customers realize measurable business value from Oracle Health solutions. This role operates at the intersection of customer outcomes, operational excellence, and value realization. The Market Leader partners closely with Sales, Consulting, Product, and Support leadership to elevate Oracle Health's customer success offering, strengthen executive relationships, and evolve customer engagement from reactive support to proactive, outcome-driven engagements. The role requires a leader who can modernize Customer Success — balancing customer lifetime value with operational efficiency and Oracle Health's broader business objectives.

What You Will Do

Own Portfolio Outcomes and Business Performance

• Lead risk mitigation, retention, adoption engagement, and value realization across a $250M+ customer portfolio
• Enable contract base growth, and predictable renewal outcomes
• Align customer success execution with Oracle Health's financial objectives and P&L
• Balance customer advocacy with disciplined business decision-making and execution, across quarterly and fiscal performance cycles, deliver quarterly business reviews
• Establish visibility and management of portfolio health, risk, and execution of customer success plans through data-driven management

Elevate Oracle Health's Customer Success Offering

• Deliver an elevated Customer Success model that differentiates Oracle Health in the market
• Transition engagement from transactional to outcome-driven engagements
• Drive proactive and predictive customer engagement across the lifecycle using data, adoption signals, and early warning signals
• Evolve Customer Success from operational issue management toward adoption, value realization, and long-term partnership

Lead Executive and Business Stakeholder Engagement

• Establish targeted relationships with executive and operational stakeholders across healthcare organizations, expanding engagement beyond technical audiences to business and clinical leaders
• Align Oracle Health solutions to customer business objectives, operational outcomes, and patient care priorities
• Lead business reviews focused on measurable outcomes and value realization

Drive Operating Model and Organizational Alignment

• Improve operational clarity across Customer Success, Sales, Consulting, and Support to reduce duplication and improve customer experience
• Establish scalable engagement approaches that improve efficiency while maintaining high customer impact
• Support the evolution of Customer Success offerings, including monetized and value-based service models where appropriate

Enable Consulting and Partner Success

• Partner closely with Consulting and partner organizations to ensure successful go-live transitions into long-term customer success
• Reinforce the principle that delivery success is the foundation for adoption, retention, and expansion
• Align implementation outcomes with ongoing success planning and customer value realization

Build and Develop Strategic Customer Success Talent

• Lead, coach, and develop Customer Success Managers to operate as strategic advisors and portfolio leaders
• Cultivate talent capable of rethinking customer success approaches and driving innovation in engagement models
• Build a culture of accountability, ownership, and continuous improvement

Influence Strategy Across Oracle Health

• Provide customer insight to inform product strategy, GTM execution, and service evolution
• Advocate for improvements that simplify customer experience and accelerate time to value
• Position Customer Success as a catalyst for both customer outcomes and Oracle Health growth

What We Are Looking For

Experience leading Customer Success, Account Management, or Post-Sales organizations within enterprise SaaS, healthcare technology, or complex enterprise environments

Demonstrated ownership of large-scale customer portfolios with responsibility for retention and growth outcomes

Experience engaging executive stakeholders and leading outcome-focused customer conversations

Proven ability to build and develop high-performing teams

Strong operational and analytical mindset with experience driving predictability and scale

Ability to influence cross-functional leaders in matrixed organizations

How Success Will Be Measured

• Net Revenue Retention (NRR)
• Contract Base Growth (CBG)
• Renewal predictability and logo retention
• Net ARR growth and install base expansion
• Customer adoption and time to value
• Customer Lifetime Value (CLV)
• Customer Satisfaction (CSAT) and Net Promoter Score (NPS)
• Referenceable customers
• Portfolio health and risk reduction

Travel: Ability to travel approx. 25%

Disclaimer: Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from: $161,700 to $270,800 per annum. May be eligible for equity and compensation deferral. Eligible for commission with an estimated pay mix of 60/40 - 90/10. Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business. Candidates are typically placed into the range based on the preceding factors as well as internal peer equity. Oracle US offers a comprehensive benefits package which includes the following:

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
• 11 paid holidays
• Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted. Career Level - M5

About Us

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives. True innovation starts when everyone is empowered to contribute. That's why we're committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs. We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing accommodation-request_mb@oracle.com or by calling 1-888-404-2494 in the United States. 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.