Customer Success Director - Core Banking Cloud Transformation

Oracle has established a Customer Success organization focused on enabling successful cloud implementation, adoption, and renewal outcomes worldwide. In this role, you will work with Tier 1 and systemically important financial institutions. The Customer Success team focuses on:

• Enabling strong cloud execution: Partnering with Sales and supporting field enablement to help deliver successful cloud outcomes.
• Delivering on the promise: Owning the post-sales relationship, driving adoption and value realization, and strengthening partnership alignment to support renewals and expansion. You will act as a strategic advisor to help clients maximize the value of their investment.
• Being the Voice of the Customer: Advocating for customer needs and ensuring emerging requirements are communicated to Product Management and internal stakeholders.

What you’ll do

You will work with a lighthouse customer to develop and strengthen the enterprise partnership and drive high-quality lifecycle outcomes by:

• Leading executive alignment around long-term business value and strategic roadmap evolution
• Driving post-implementation adoption optimization and measurable ROI realization over time
• Supporting renewal readiness and identifying responsible expansion opportunities
• Acting as a structured Voice of the Customer into Product and internal stakeholders
• Serving as a trusted advisor on use cases, product capabilities, and best practices
• Creating customer-facing deliverables (e.g., presentations, process recommendations, strategic updates) for audiences ranging from executives to end users
• Representing Oracle as a domain and product resource in customer engagements and internal communities
• Building strong, durable relationships that drive customer satisfaction, retention, and growth
• Partnering internally to identify expansion opportunities and support “non-event” renewals
• Contributing to the evolution of Customer Success methodology and practices
• Mentoring newer CSMs on a voluntary basis

• Banking finance domain experience: Deep understanding of core banking transformation (e.g., accounts, digital, lending).
• Technology and delivery fluency: While not hands-on, you are comfortable with cloud concepts, enterprise service delivery, and project/program execution. You will be expected to certify on Oracle Cloud Infrastructure (OCI) and leverage Oracle networks to drive timely resolution and best-practice adoption.
• Executive-level customer presence: Strong written and verbal communication skills, ability to manage expectations and escalations, and experience engaging senior stakeholders, including C-level executives.
• Commercial acumen: Comfort working within contractual constructs, aligning outcomes to commercial terms, identifying expansion opportunities, and clearly articulating business value.
• Drive and resilience: Change in large institutions takes persistence; you can influence, advocate, and sustain progress over time., * Essential: Experience with core banking transformation
• Typically 12-15 years of professional experience
• Experience in a consulting role
• Background in one or more of: engineering, sales engineering, consulting, business analysis, solution architecture; SaaS experience preferred
• Understanding of enterprise technical architectures and operating environments
• Demonstrated ability to build relationships across executive, legal, technical, finance, support, sales, and marketing stakeholders
• Project/program management experience leading cross-functional technical and business teams to resolve issues and deliver outcomes
• Ability to develop and present business cases to internal and customer audiences
• Strong organisational, time management, and communication skills
• Practical, hands-on mindset; willing to support where needed
• Team-oriented approach and commitment to continuous improvement

Additional context

This is a new, high-visibility position aligned to business growth and focused on Oracle’s most strategic clients in a fast-growing area. The work is non-routine and complex, and the role is well-suited to individuals who enjoy solving problems and driving outcomes across stakeholders.

Oracle is a global leader in financial services software and is deeply committed to supporting the transformation of the financial services industry. Oracle brings together a broad application and technology ecosystem to help financial institutions modernize with confidence., Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing a workforce that promotes opportunities for all with competitive benefits that 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.