NetSuite Customer Success Manager - Individual ...

Job Description The Customer Success Manager (CSM) is essential in helping clients discover significant business achievements through the optimal use of Oracle-NetSuite solutions. This position combines customer success strategy, education-driven adoption, and relationship management while serving as the primary contact to guide customers towards their business goals, coordinating the efforts of internal and partner teams to ensure seamless service delivery. The perfect candidate will possess strong coaching and facilitation skills with a background in business process improvement, ERP transformation, and change management, adept at translating customer goals into actionable strategies and measurable results. The CSM will have a service-oriented mindset, focusing on customer satisfaction, retention, and operational excellence. Key Responsibilities: Develop actionable strategic adoption roadmaps that link near-term wins to long-term objectives; suggest optimization opportunities that leverage additional NetSuite features or predefined solutions as needed. Track client health and utilization metrics; actively listen to customer needs and provide iterative guidance that connects system features to business objectives, aligning deliverables with desired outcomes and managing issue resolution. Take ownership of engagement governance, timelines, scope, change management, and user adoption strategies; serve as the primary contact for obtaining decision-making and commitment, ensuring accountability for achieving desired business results. Employ educational strategies and best practices to enhance adoption and return on investment. Work collaboratively with teams across Account Management, Solution Consulting, Customer Success Delivery, Advanced Customer Support, Technical Support, and partners to facilitate smooth transitions, establish clear governance, and mitigate risks throughout the customer experience. Organize issue escalation and conclusions by coordinating identified internal resources; analyze options and propose solutions that expedite time-to-value. Maintain an in-depth understanding of NetSuite functionalities, relevant industry standards, and standard back-office processes (e.g., Accounting, Inventory, Projects/Services) to offer best practices and solutions for customer business hurdles. Offer updates and strategic guidance to delivery teams engaging in hands-on configuration, without performing configurations directly. Plan targeted enablement efforts (e.g., User Acceptance Testing, go-live, post-go-live refreshers, Subject Matter Expert enablement) utilizing adult-learning methods and process-based training to promote the adoption of the configured NetSuite system. Identify opportunities for product expansion, upselling, and cross-selling, collaborating effectively with the sales team as appropriate. Assist the Account Management Organization in achieving successful renewals by proactively identifying opportunities for expansion, monitoring customer satisfaction, gathering feedback, and documenting success stories that showcase measurable outcomes to reinforce renewal value. Effectively communicate with executive and functional personnel; present insights, recommendations, and results in a concise manner that influences decisions and speeds up adoption. Develop and maintain tailored Customer Success Plans for each account (including goals, use cases, milestones, risks, owners, and KPIs), and conduct Business Reviews with executive sponsors. Utilize a structured risk framework (red/yellow/green) to conduct root cause analysis and corrective actions for significant issues while documenting resolutions and lessons learned. Preferred Qualifications & Skills: Bachelor's degree in Business, Education, Psychology, Behavioral Science, or related field. 5+ years of experience in client-facing advisory, project, or program management roles. Familiarity with NetSuite ERP or comparable systems (Oracle Fusion, Acumatica, Infor, Microsoft Dynamics, Intacct, QuickBooks) is preferred. Equivalent experience will be considered. Excellent facilitation and stakeholder management skills; outstanding written and verbal communication with the ability to influence and present to executive stakeholders. Strong problem-solving, negotiation, and consultative skills, capable of framing effective solutions to complex challenges and communicating them clearly. Direct experience with ERP-related standards and business practices across common industries, with an understanding of solution architectures and industry-specific applications. Exceptional presentation, training, and group facilitation capabilities; familiarity with adult learning techniques and engaging diverse audiences. Demonstrated program management experience, including cross-functional collaboration, risk assessment, and mitigation. Proficiency in stakeholder mapping and executive alignment; comfortable leading workshops and Executive Business Reviews with senior leadership. Experience in data analysis and customer journey mapping. Ability to prioritize risks and issues, navigate uncertainty, and recommend process improvements and mitigation strategies independently. A curious mindset, commitment to continuous learning, and the ability to thrive in a fast-paced, cross-functional environment. Collaboration Model and Boundaries: The CSM does not participate in commercial activities (renewals, pricing, contract terms, upsell/cross-sell, billing/collections); these are managed by the Account Management Organization. The CSM may be consulted or kept informed as necessary. All interactions, health updates, and Success Plans should be documented in approved systems; maintain CRM accuracy and work with the Account Management Organization for commercial visibility without assuming commercial roles. Why Oracle NetSuite? Join a passionate and dynamic team and help clients unlock the full potential of cloud business solutions. Be part of a global transformation that enhances client success, business growth, and lasting partnerships. As a collaborative team, we value open knowledge sharing, peer support, and collective problem-solving. We prioritize employee well-being, recognizing individual experiences and strengths as vital to our success. We are driven by a passion for customer success and thrive on the opportunities presented by the evolving business landscape, believing in the creation of a diverse and inclusive community where our combined skills and perspectives lead to lasting impact. If you are invigorated by teamwork, personal development, and making a significant difference for customers, you will find a rewarding environment here. Qualifications Disclaimer: Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates. Range and benefit information provided in this posting pertain to the specified locations only. US: Hiring Range in USD from: $79,100 to $158,200 per annum. May be eligible for bonus and equity. Oracle maintains broad salary ranges for its roles to accommodate variations in knowledge, skills, experience, market conditions, and locations, while also reflecting Oracle's diverse products, industries, and lines of business. Candidates are typically placed into the range according to these factors and internal peer equity. Oracle US offers a comprehensive benefits package, including: Medical, dental, and vision insurance, including expert medical opinion Short-term and long-term disability Life insurance and AD&D Supplemental life insurance (Employee/Spouse/Child) Health care and dependent care Flexible Spending Accounts Pre-tax commuter and parking benefits 401(k) Savings and Investment Plan with company match Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued vacation is given to all other eligible employees. 11 paid holidays Paid sick leave: 72 hours upon hire, refreshing each calendar year, with unused hours carrying over to a maximum cap of 112 hours. Paid parental leave Adoption assistance Employee Stock Purchase Plan Financial planning and group legal services 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 open. Career Level - IC3 About Us Only Oracle combines data, infrastructure, applications, and expertise to drive industry innovations and care advancements. With AI integrated across our products and services, we empower customers to transform that potential into a better future for all. Discover your potential with us, a company shaping the future of AI and cloud solutions impacting billions of lives. True innovation begins when everyone is empowered to contribute. We are dedicated to building a workforce that fosters equal opportunities and offers competitive benefits, supporting our employees through flexible medical, life insurance, and retirement options. We also encourage community engagement through our volunteer programs. We are committed to inclusivity for all, providing accessibility assistance or accommodations for disabilities at any stage of the employment process. Please reach out if assistance is needed. Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, sexual orientation, gender identity, disability, and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records as permitted by applicable law.

Created: 2026-03-04