Job description

The Client Success Senior Manager (People Manager) for Saudi Arabia leads Oracle’s customer success motion across strategic accounts to maximize value realization from Oracle Cloud solutions by driving business outcomes across customer, product, partners/implementors, and go-to-market/sales. The role builds and nurtures long-lasting executive relationships, serves as the primary escalation point, and oversees onboarding to ensure a seamless start and measurable time to first value. It mentors and directs a team of Customer Success Representatives, fosters a collaborative, customer-centric culture, and develops effective onboarding strategies. The position requires deep product and market expertise in cloud delivery and SaaS transformation, guiding customers to adopt and expand Oracle’s unified suite while aligning processes and data to the products. It partners with sales to identify upsell and cross-sell opportunities, drives renewals by demonstrating ongoing value, and provides guidance on maximizing offerings. Responsibilities include gathering and channeling customer feedback for continuous improvement, coordinating across Marketing, Sales, Service, Alliances, and Support to deliver end-to-end cloud success, and operating effectively in a matrix and virtual organization. The role is measured by referenceable logos, client satisfaction (CSAT), Net Promoter Score (NPS), Customer Lifetime Value (CLV), renewals on ATR, install base expansion, time to first value, number of green/red accounts, group revenue and margin, Net ARR, Net Dollar Retention (NDR), logo retention (LRR), coverage (ARR and accounts), and partner success (e.g., # of certified SIs, red accounts). Requirements include 10+ years of proven customer success management (Level 4) or 7+ years relevant experience (Level 3) with successful program directorship of transformational and international SaaS programs, experience turning around escalated IT transformation projects, functional expertise in SaaS (especially ERP/HCM), and commercial sensitiveness of SaaS software contracts and implementation costs. Qualifications specify a Master degree or equivalent, fluency in English and Arabic, ability to work through a matrix organization, and flexibility to work from home or travel across the region up to 50% (including short-notice travel). Preference will be given to Saudi nationals; visa/work permit sponsorship is not available; no security clearance is required.