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.
Key Responsibilities:
- Define and execute the Customer Success strategic projects portfolio, including the automation roadmap, initiative prioritization model, governance rhythm, workstream plans, milestones, risks, dependencies, and executive reporting.
- Design and implement the automated CSM operating model across Oracle Health, standardizing account coverage, customer health reviews, risk identification, QBR preparation, adoption playbooks, renewal support, escalation management, and executive reporting.
- Translate Customer Success leadership priorities into business requirements, operating processes, tool enhancements, workflows, dashboards, playbooks, and field-ready adoption plans.
- Serve as a business strategy and operations partner to Customer Success leadership, creating the operating cadence, performance management framework, project intake process, and decision governance needed to scale the organization.
- Partner with Customer Success, Sales, Product, Finance, Technology, Analytics, Operations, and Consulting/Implementation teams to prioritize automation initiatives, remove operational friction, and align execution to business outcomes.
- Co-manage and optimize the Customer Lifecycle Management (CLM) tool and related CRM/reporting workflows, ensuring customer documentation, customer health data, risk signals, lifecycle activities, and executive reporting are accurate, consistent, and actionable.
- Improve CRM/CLM data quality by defining data standards, governance routines, ownership models, audit practices, and adoption metrics that support reliable business insights.
- Build and govern automated dashboards and reporting routines that give CSMs and leaders visibility into customer health, adoption, risk, renewals, portfolio coverage, productivity, and operational execution.
- Automate key customer lifecycle motions, including onboarding, adoption, value realization, risk management, QBRs, renewals, escalations, expansion support, and executive engagement processes.
- Support segmentation, account coverage strategy, CSM capacity planning, book-of-business design, and productivity improvement efforts as the Customer Success organization scales.
- Develop and maintain standardized playbooks, workflow guides, process documentation, governance artifacts, and operational toolkits that make the CSM operating model repeatable and easy to execute.
- Drive change management for new operating motions, including stakeholder alignment, communications, readiness reviews, training, field feedback loops, adoption measurement, and reinforcement with frontline managers.
- Analyze customer, CSM, and operational feedback to identify systemic challenges, root causes, automation opportunities, and process improvements.
- Build and implement success criteria, KPIs, adoption metrics, and post-launch measurement plans to assess the impact of strategic projects, automation, and operating model changes.
- Prepare executive-level presentations, business reviews, roadmap updates, decision documents, and communications that clearly explain strategy, progress, risks, decisions needed, and business impact.
- Manage multiple complex projects from intake through implementation, ensuring delivery on scope, timing, quality, stakeholder readiness, and measurable outcomes.
- Identify project and operational risks early, develop mitigation plans, escalate decisions when needed, and maintain transparency with Customer Success leadership.
- Contribute to continuous improvement of project management, business operations, and customer success methodologies across Oracle Health.
Qualifications and Skills:
- 6+ years of experience in business operations, strategy and operations, program/project management, customer success operations, process transformation, automation, or operational excellence roles, ideally within Health, healthcare, SaaS, or enterprise technology sectors.
- Bachelor’s degree in business, Operations, Strategy, Technology, Healthcare Administration, or a related field
- PMP, Agile, Prosci/change-management, or equivalent certification preferred.
- Demonstrated success designing, implementing, and scaling standardized operating models, automated workflows, business processes, dashboards, or adoption programs for complex organizations.
- Strong understanding of Customer Success operating motions, including account coverage, customer health, adoption, value realization, risk management, QBRs, renewals, escalations, and expansion support.
- Proven ability to translate business strategy into prioritized portfolios, project roadmaps, requirements, governance routines, measurable outcomes, and field execution plans.
- Experience with Customer Lifecycle Management tools, CRM, customer success platforms, workflow automation, reporting, analytics, and data-quality improvement practices.
- Excellent analytical skills, including the ability to interpret operational data, identify patterns, diagnose root causes, define KPIs, and convert insights into action.
- Experience supporting segmentation, portfolio management, account coverage models, CSM capacity planning, productivity analysis, or business performance management.
- Proven ability to lead cross-functional initiatives and influence without direct authority across Customer Success, Sales, Product, Finance, Technology, Analytics, Operations, and Consulting/Implementation teams.
- Strong change-management and field-adoption skills, including training, communications, stakeholder readiness, feedback loops, manager reinforcement, and adoption measurement.
- Executive presence with strong communication, storytelling, presentation, and PowerPoint skills; able to clearly articulate strategy, tradeoffs, risk, decisions needed, and business impact.
- Robust project management discipline, including planning, prioritization, dependency management, risk mitigation, milestone tracking, governance, and executive reporting.
- Customer-centric, proactive, and solutions-oriented mindset with the ability to navigate ambiguity, complexity, and fast-changing priorities.
- Strong organizational, interpersonal, and problem-solving skills, with high attention to detail and a bias for scalable, repeatable processes.
- Ability to work independently and as part of a matrixed, global, cross-functional team while maintaining accountability for outcomes and field adoption.
Disclaimer:
Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range in USD from: $90,100 to $209,500 per annum. May be eligible for bonus and equity.
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:
- Medical, dental, and vision insurance, including expert medical opinion
- Short term disability 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 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.
- 11 paid holidays
- 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.
- Paid parental leave
- Adoption assistance
- Employee Stock Purchase Plan
- Financial planning and group legal
- 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 - IC4