Client Success Director - Healthcare Industry (Northeastern US)

Description

Client Success Director

Location: Must be based in Northeastern United States
Travel: Approximately 25%

About the Role

Oracle Health is seeking a strategic, customer-focused leader to oversee a portfolio of our most important healthcare customers. As the Customer Success Market Leader, you will lead a team of 7–10 Customer Success Managers while driving customer outcomes, adoption, retention, and long-term growth across a portfolio exceeding $250M in annual revenue.

This is a highly visible leadership role that sits at the intersection of customer success, business strategy, and operational excellence. You'll partner closely with Sales, Consulting, Product, and Support leadership to ensure customers realize measurable value from their Oracle Health investment while strengthening executive relationships and identifying opportunities for expansion.

We're looking for a leader who can transform Customer Success from reactive support into a proactive, outcomes-driven organization focused on customer value, operational efficiency, and long-term partnership.

What You'll Do

Lead Customer Success Across a Strategic Portfolio

• Own the success of a $250M+ portfolio of healthcare customers, driving retention, adoption, and business outcomes.
• Lead a team of 7–10 Customer Success Managers, providing coaching, mentorship, and strategic direction.
• Drive customer health, executive engagement, and value realization across assigned accounts.
• Develop and execute customer success plans that improve retention, expansion, and customer satisfaction.
• Deliver executive business reviews focused on measurable business outcomes and strategic value.

Drive Customer Growth and Business Performance

• Improve Net Revenue Retention (NRR), Contract Base Growth (CBG), and customer lifetime value.
• Identify and mitigate customer risks before they impact renewals or customer satisfaction.
• Balance customer advocacy with Oracle Health's financial and operational objectives.
• Partner with Sales on account strategy, renewals, and growth opportunities.
• Utilize customer health metrics, adoption data, and predictive insights to drive proactive engagement.

Build Executive Relationships

• Develop trusted partnerships with C-suite executives, operational leaders, and clinical stakeholders.
• Align Oracle Health solutions to customers' strategic initiatives and organizational goals.
• Lead executive conversations around business outcomes, transformation, and long-term success.
• Serve as the executive escalation point for complex customer situations.

Improve Operational Excellence

• Partner with Consulting, Support, Sales, and Product teams to deliver a seamless customer experience.
• Standardize customer engagement practices that improve consistency, efficiency, and scalability.
• Help evolve Oracle Health's Customer Success operating model and service offerings.
• Champion continuous improvement initiatives that enhance customer experience and business performance.

Develop High-Performing Teams

• Recruit, coach, and develop Customer Success Managers into trusted business advisors.
• Foster a culture of accountability, collaboration, innovation, and continuous improvement.
• Encourage data-driven decision-making and strategic thinking across the organization.
• Mentor leaders on executive communication, customer engagement, and portfolio management.

Influence Oracle Health Strategy

• Provide customer insights that shape product strategy, go-to-market initiatives, and service evolution.
• Advocate for improvements that simplify the customer experience and accelerate value realization.
• Help position Customer Success as a strategic growth engine for Oracle Health.

Preferred Qualifications

• 10+ years of leadership experience in Customer Success, Account Management, Professional Services, Consulting, or Post-Sales organizations.
• Experience leading teams supporting enterprise SaaS, healthcare technology, or complex enterprise software solutions.
• EMR/EHR experience desired but not required
• Proven success managing large customer portfolios with accountability for retention, customer satisfaction, and growth.
• Experience building executive relationships with CIOs, CMIOs, CFOs, clinical leaders, and healthcare executives.
• Strong financial and business acumen with experience managing portfolio health, customer risk, and operational performance.
• Demonstrated ability to influence cross-functional teams within a matrixed organization.
• Experience developing high-performing leaders and building scalable customer success organizations.
• Bachelor's degree or equivalent professional experience.

What Sets You Apart

• You build trusted executive relationships and become a strategic advisor to your customers.
• You think beyond support and focus on delivering measurable business outcomes.
• You proactively identify risks and develop strategies before issues impact the customer.
• You thrive in complex, highly matrixed organizations and lead through influence.
• You use data to drive decisions, improve customer health, and increase operational efficiency.
• You're passionate about developing people and building high-performing teams.
• You understand how to connect customer success with business growth.

How Success Will Be Measured

• Net Revenue Retention (NRR)
• Contract Base Growth (CBG)
• Renewal predictability and customer retention
• Install base expansion and Net ARR growth
• Customer adoption and time-to-value
• Customer Lifetime Value (CLV)
• Customer Satisfaction (CSAT) and Net Promoter Score (NPS)
• Portfolio health, risk reduction, and executive engagement
• Development and retention of high-performing Customer Success Managers

Why Oracle Health?

At Oracle Health, Customer Success is more than supporting customers—it's about helping healthcare organizations transform care delivery and achieve meaningful business outcomes. As a Customer Success Market Leader, you'll have the opportunity to influence executive strategy, develop exceptional talent, and shape the future of one of healthcare's largest customer portfolios while driving measurable impact for both our customers and Oracle.

Responsibilities

Drive operational performance goals and will be responsible for achieving quarterly targets in terms of renewal rates to maximize revenue and minimize cancellations. Build team, improve internal processes and systems to achieve operational performance that meets or exceeds goals. Establish and measure group goals and team performance against specific target objectives. Participate in strategic and tactical planning for the division. Builds on going customer relationships to drive renewals, maximize timely renewals and up sell to the client. Owns resolution of client issues acting independently. Plans regional coverage and staffing models. Interfaces with virtual team to accomplish goals.

Qualifications

Disclaimer:

US: Hiring Range in USD from: $147,300 to $243,800 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:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. 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.

9. 11 paid holidays

10. 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.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. 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 - M4