Senior Director, Customer Success (Cloud Applications)

Role Overview

The Senior Director of Customer Success, Cloud Applications & Retention is a strategic leadership role responsible for driving customer value realization, adoption, retention, and expansion across Oracle Cloud Applications.

This role leads the end-to-end Customer Success strategy for enterprise cloud customers, ensuring maximum business value, product adoption, and long-term customer loyalty. The position plays a critical role in driving Net Revenue Retention (NRR), reducing churn, and expanding Oracle Cloud footprint across strategic accounts.

The role requires a strong combination of SaaS leadership, enterprise customer management, and commercial growth mindset, working closely with Sales, Consulting, Support, and Product teams.

Key Responsibilities

1. Customer Success Strategy – Oracle Cloud

Define and execute the Customer Success strategy for Oracle Cloud Applications across enterprise customers.

Build scalable success frameworks focused on adoption, retention, expansion, and customer lifecycle value.

Establish and track key metrics including NRR, churn rate, product adoption, and customer health scores.

Drive continuous improvement of customer journey across implementation, adoption, and renewal phases.

2. Retention, Renewals & Expansion

Own enterprise customer retention and renewal outcomes across Oracle Cloud Application portfolio.

Proactively identify at-risk customers and execute mitigation and recovery strategies.

Drive expansion opportunities through cross-sell and upsell of Oracle Cloud modules and services.

Partner with Oracle Sales to ensure alignment on renewal strategy and account growth plans.

3. Cloud Application Adoption & Value Realization

Ensure customers achieve measurable business outcomes from Oracle Cloud Applications (ERP, HCM, SCM, CX).

Drive onboarding success, adoption acceleration, and continuous usage optimization.

Develop executive-level value realization frameworks to demonstrate ROI to customers.

Collaborate with Oracle Product teams to integrate customer feedback into product roadmap evolution.

4. Executive Customer Engagement

Serve as executive sponsor for key strategic Oracle Cloud accounts.

Lead Quarterly Business Reviews (QBRs) with senior customer stakeholders.

Maintain strong C-level relationships to ensure long-term partnership and satisfaction.

Manage escalations effectively while protecting customer trust and Oracle reputation.

5. Team Leadership & Development

Lead and scale a high-performing Customer Success organization across multiple regions.

Recruit, coach, and develop Customer Success Managers and regional leaders.

Foster a culture aligned with Oracle values: customer obsession, accountability, and execution excellence.

Implement best practices in SaaS customer success methodologies and operating models.

6. Cross-Functional Collaboration

Partner closely with Oracle Sales, Consulting, Support, Product Development, and Cloud Operations teams.

Align customer success initiatives with Oracle Cloud go-to-market strategy.

Influence product roadmap and service improvements based on customer insights and usage data.

Drive operational excellence across customer lifecycle management processes.

Qualifications & Skills

Bachelor’s degree in Business, IT, Computer Science, or related field; MBA preferred.

12–18+ years of experience in Customer Success, Account Management, or SaaS/cloud enterprise software.

Strong experience in enterprise cloud applications (ERP, HCM, SCM, CX) ecosystem.

Proven leadership of large-scale Customer Success or Account Management teams.

Deep understanding of SaaS metrics: NRR, churn, adoption, and expansion revenue.

Strong commercial acumen with ownership of renewals and growth outcomes.

Excellent executive presence and ability to engage C-level stakeholders.

Experience working in global, matrixed organizations.