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:

Bachelors 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.