The Customer Success Executive (CSE) is a strategic, customer-facing leader responsible for driving value realization, partnership health, and long-term success across a defined portfolio of high-impact customers. Acting as a trusted advisor, the CSE builds strong executive relationships, aligns internal and external stakeholders, and ensures customers maximize the outcomes of their Oracle Health solutions. The role requires strong business acumen, executive communication skills, and the ability to navigate complex environments while championing customer needs and mitigating risk. The CSE is accountable for retention, adoption, partnership strategy, and overall customer experience
Internal Responsibilities
Key Responsibilities Strategic Partnership & Executive Engagement
Develop and maintain strong relationships with senior customer executives, serving as their trusted advisor on strategy, value realization, and partnership alignment.
Lead strategic business reviews, roadmap discussions, and long-term planning sessions.
Represent the customer’s voice within Oracle Health and ensure internal alignment to their priorities.
Customer Success & Value Realization
Drive adoption and measurable outcomes aligned to customer goals, KPIs, and contractual commitments.
Ensure customers achieve full value from their investments through proactive guidance, best practices, and solution optimization.
Monitor customer health, identify risk signals early, and coordinate mitigation plans.
Cross-Functional Leadership
Orchestrate collaboration with product, services, support, sales, and operations to deliver a cohesive and consistent customer experience.
Facilitate resolution of complex issues, acting as the escalation point and ensuring timely, high-quality outcomes.
Advocate for customer needs in product planning and innovation discussions.
Operational Excellence
Develop and execute customer success plans, communication cadences, and governance structures.
Ensure all commitments—contractual, operational, and strategic—are tracked, met, and clearly communicated.
Maintain accurate account documentation, forecasting inputs, and health assessments.
Retention, Growth & Business Impact
Protect and grow existing customer relationships by identifying expansion opportunities aligned to customer strategy.
Partner with account teams to influence renewals, expansion cycles, and value-based selling motions.
Support commercial planning through insights on customer priorities, risks, and partnership trajectory.
Leadership & Thought Partnership
Contribute to continuous improvement across the Customer Success organization by sharing insights, best practices, and lessons learned.
Mentor junior team members and support organizational development initiatives.
External Responsibilities
Key Responsibilities Strategic Partnership & Executive Engagement
Develop and maintain strong relationships with senior customer executives, serving as their trusted advisor on strategy, value realization, and partnership alignment.
Lead strategic business reviews, roadmap discussions, and long-term planning sessions.
Represent the customer’s voice within Oracle Health and ensure internal alignment to their priorities.
Customer Success & Value Realization
Drive adoption and measurable outcomes aligned to customer goals, KPIs, and contractual commitments.
Ensure customers achieve full value from their investments through proactive guidance, best practices, and solution optimization.
Monitor customer health, identify risk signals early, and coordinate mitigation plans.
Cross-Functional Leadership
Orchestrate collaboration with product, services, support, sales, and operations to deliver a cohesive and consistent customer experience.
Facilitate resolution of complex issues, acting as the escalation point and ensuring timely, high-quality outcomes.
Advocate for customer needs in product planning and innovation discussions.
Operational Excellence
Develop and execute customer success plans, communication cadences, and governance structures.
Ensure all commitments—contractual, operational, and strategic—are tracked, met, and clearly communicated.
Maintain accurate account documentation, forecasting inputs, and health assessments.
Retention, Growth & Business Impact
Protect and grow existing customer relationships by identifying expansion opportunities aligned to customer strategy.
Partner with account teams to influence renewals, expansion cycles, and value-based selling motions.
Support commercial planning through insights on customer priorities, risks, and partnership trajectory.
Leadership & Thought Partnership
Contribute to continuous improvement across the Customer Success organization by sharing insights, best practices, and lessons learned.
Mentor junior team members and support organizational development initiatives.
