Customer Success Executive (Life Sciences)

Key Responsibilities

• Serve as a trusted advisor, developing and maintaining strong relationships with senior customer executives on strategy, value realization, and partnership alignment.
• Lead strategic business reviews, roadmap discussions, and long-term planning sessions.
• Represent the customer's voice within Oracle Health and ensure internal alignment to their priorities.
• Drive adoption and measurable outcomes aligned to customer goals, KPIs, and contractual commitments.
• Ensure customers achieve full value from their investments through proactive guidance, best practices, and solution optimization.
• Monitor customer health, identify risk signals early, and coordinate mitigation plans.
• Orchestrate collaboration with product, services, support, sales, and operations to deliver a cohesive and consistent customer experience.
• Facilitate resolution of complex issues, acting as the escalation point and ensuring timely, high-quality outcomes.
• Advocate for customer needs in product planning and innovation discussions.
• Develop and execute customer success plans, communication cadences, and governance structures.
• Ensure all commitments—contractual, operational, and strategic—are tracked, met, and clearly communicated.
• Maintain accurate account documentation, forecasting inputs, and health assessments.
• Protect and grow existing customer relationships by identifying expansion opportunities aligned to customer strategy.
• Partner with account teams to influence renewals, expansion cycles, and value-based selling motions.
• Support commercial planning through insights on customer priorities, risks, and partnership trajectory.
• Contribute to continuous improvement across the Customer Success organization by sharing insights, best practices, and lessons learned.
• Mentor junior team members and support organizational development initiatives.

Requirements & Tech Stack

• Strong business acumen.
• Executive communication skills.
• Ability to navigate complex environments.
• Ability to champion customer needs.
• Ability to mitigate risk.

Qualifications

• Experience driving value realization, partnership health, and long-term success across a defined portfolio of customers.
• Experience as a trusted advisor building strong executive relationships.
• Experience aligning internal and external stakeholders.
• Experience ensuring customers maximize the outcomes of their solutions.
• Experience as a Customer Success Executive (CSE).
• Experience in the Life Sciences industry.
• Experience with Oracle Health solutions.