We are seeking an experienced, organized, proactive, and analytical Strategic Projects Leader for a pivotal role within Oracle Health Customer Success. The Strategic Projects Leader will define, prioritize, and execute the strategic project roadmap required to automate the CSM operating model across Oracle Health. As the CSM organization scales, core operating motions such as account coverage, customer health reviews, risk identification, QBR preparation, adoption playbooks, renewal support, escalation management, and executive reporting must become more automated, consistent, and measurable.
This leader will convert Customer Success priorities into an automated and standardized operating model that reduces manual effort, improves field productivity, creates consistent customer experiences, and strengthens business governance. The role will partner across Customer Success, Sales, Product, Finance, Technology, Analytics, Operations, and Consulting/Implementation teams to prioritize initiatives, remove operational friction, improve data quality, and ensure new workflows are adopted by the field.
The Strategic Projects Leader will own the Customer Success operating cadence, strategic project portfolio, prioritization model, performance management framework, and automation roadmap. This includes building the governance and business operations infrastructure needed to support segmentation, account coverage models, CSM capacity planning, customer lifecycle automation, adoption and renewal motions, executive reporting, and leadership decision-making. The role will also establish executive-ready reporting views that give Customer Success leadership consistent visibility into portfolio performance, customer risk, CSM productivity, field adoption, capacity trends, and progress against strategic priorities.
In this role, you will serve as a key business partner for the Customer Success leadership team, translating strategic objectives into clear workstreams, requirements, milestones, success measures, and change-management plans. You will co-manage and optimize the Customer Lifecycle Management tool and related CRM, analytics, and reporting processes to ensure customer engagements are documented, operational workflows are automated, data is reliable, and insights are actionable for CSMs and leaders.
A data-driven approach to operating model design, automation adoption, and performance management is essential. The successful candidate will identify systemic friction points, champion process and system improvements, drive cross-functional accountability, and represent the voice of CSMs and customers as Oracle Health scales a more consistent, automated, and customer-centric operating model.
Core Focus Areas:
- CSM Operating Model Automation: Own the strategy and execution of scalable operating model automation for Oracle Health Customer Success, including standardized workflows, lifecycle playbooks, governance routines, dashboards, and reporting mechanisms that improve productivity and execution consistency.
- Business Strategy and Operations: Translate Customer Success priorities into a structured strategic projects roadmap, operating cadence, and performance management framework that enables leadership to manage the business with greater discipline, transparency, and accountability.
- Customer Lifecycle Automation: Advance automation across the end-to-end customer lifecycle, including onboarding, adoption, value realization, health management, risk identification, QBRs, renewals, escalations, and expansion support, ensuring CSMs have repeatable processes to drive customer outcomes.
- Portfolio, Coverage, and Capacity Planning: Partner with Customer Success leadership to support segmentation, account coverage, portfolio planning, and CSM capacity modeling, helping the organization scale effectively while improving productivity and customer experience.
- Data, Tools, and Operational Insights: Partner cross-functionally to improve CRM and CLM data quality, automate reporting, enhance dashboards, and create reliable insights that enable CSMs and leaders to identify risks, monitor performance, and prioritize action.
- Change Leadership and Adoption: Drive field adoption of new tools, processes, and automated workflows through structured change management, enablement plans, stakeholder communications, training, and ongoing feedback loops.
