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Job Description

The Senior Director, Client Management will be responsible for developing and manage multiple innovative programs focused on ARR retention including all phases of the Customer Journey. They will be expanding the use of AI to identify at risk Customers and generate strategic insights that are used across NetSuite to provide context and identify opportunities to improve overall Customer success. This role will have direct influence on Customer Success strategies with NetSuite executives and be relied upon as a thought leader.

Responsibilities

Drive measurable increases in customer and ARR retention by leading proactive Client Management services targeting high-value, high-risk customer accounts throughout the end-to-end customer lifecycle—from prospecting to long-term engagement. Champion cross-organizational programs that accelerate continuous improvement of the customer experience.

Key Responsibilities:

• Lead the development and execution of innovative ARR retention strategies through Risk Reduction, Customer Health, and Enterprise Retention Programs by unifying cross-functional teams and scaling engagement.

• Leverage AI-driven insights and best practices to optimize proactive customer engagement and risk management.

• Serve as an executive sponsor and advocate, building and nurturing relationships at the executive level with key customers to enable long-term success and growth.

• Empower team members to operate as “executive proxies” for customers, coordinating resources and influencing outcomes across NetSuite’s ecosystem.

• Partner with senior leadership to define multi-year organizational strategies and set annual objectives and action plans.

• Establish clear performance goals for the team, measure progress against objectives, and drive accountability for results.

• Act as a thought leader, contributing to the evolution of NetSuite’s Customer Success vision and best practices.

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 are specific to the stated locations only

US: Hiring Range in USD from: $161,700 to $338,500 per annum. May be eligible for bonus, equity, and compensation deferral.

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 - M5

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing [email protected] or by calling +1 888 404 2494 in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to 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 pursuant to applicable law.