Director, CSS Customer Success Management

An experienced people manager will lead a team of 9–10 Customer Success Managers (CSMs) within the Customer Success Center managing the customers with ARR below 300K, based in India. This leader is accountable for driving operational excellence, building team capability, and ensuring consistent value delivery to Oracle's SaaS customers in India. Through effective coaching, performance management, and close collaboration with both internal stakeholders and external clients, the manager will drive strong customer adoption, maximize retention, and support continuous contract base growth (CBG) across the team's portfolio.

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Essential Duties and Responsibilities

People & Team Leadership

• Lead, coach, and develop a high-performing team of CSMs focused on delivering exceptional customer outcomes.
• Foster a collaborative and supportive team environment with a strong culture of accountability, innovation, and continuous improvement.
• Set clear goals and performance expectations; monitor progress and provide regular feedback and career development guidance.

Customer Engagement & Success Strategy

• Ensure CSMs are effectively executing on customer success plans, business reviews, and adoption strategies.
• Partner with Sales, Support, Development and Services teams to align customer strategies and ensure proactive engagement across the customer lifecycle.
• Champion the voice of the customer within Oracle and drive programs that improve the overall customer experience.

Operational Excellence

• Own key performance metrics such as adoption, CBG, renewal rates, customer satisfaction, and team productivity.
• Streamline and standardize success practices across the team, ensuring efficient and consistent execution of customer success motions.
• Monitor service usage, escalations, and contract health, and guide the team in proactive risk mitigation and value realization.

Program & Initiative Leadership

• Drive regional initiatives related to enablement, tool adoption, knowledge sharing, and strategic customer engagement.
• Identify and lead continuous improvement projects to optimize internal processes and customer outcomes.
• Collaborate with regional and global leadership to align on team objectives, best practices, and cross-regional consistency.

Essential Background

• 10 years of experience in customer-facing roles such as customer success, consulting, delivery, or cloud applications.
• 5 years in a people management or team leadership role with a track record of building, mentoring, and developing teams.
• Deep understanding of SaaS and Oracle Cloud Applications is highly preferred.
• Strong business acumen and customer-centric mindset.
• Excellent communication, coaching, and stakeholder management skills.
• Experience with internal tools (e.g., CLM) and customer engagement frameworks.
• Bachelor's degree or equivalent in Business, Technology, or related field; advanced degree a plus.

Essential Skills and Abilities

• Ability to lead cross-functional teams and drive change across organizational boundaries.
• Strong analytical and problem-solving skills.
• Fluency in English.
• Comfort working in a fast-paced, matrixed organization with multiple priorities.

Career Level - M4