Overview

A mid to senior level position responsible for ensuring the health and satisfaction of NetSuite Customers. This role leads the calibration and continuous improvement of AI-generated Customer Health metrics (Health Summary, Health Status, and Health Tags) as part of Oracle NetSuite’s Risk Reduction initiative. The Consulting Solution Lead collaborates with cross-functional teams to drive proactive customer success and mitigate risks.

Responsibilities

• Lead calibration efforts for AI-generated Customer Health metrics including Health Summary, Status, and Tags.
• Monitor and analyze customer health data to identify trends and risks across NetSuite accounts.
• Collaborate with product, engineering, and customer success teams to refine health scoring algorithms.
• Develop and implement continuous improvement processes for health metric accuracy and relevance.
• Provide strategic guidance to consulting teams on interpreting and acting on health indicators.
• Conduct customer health reviews and recommend proactive interventions for at-risk accounts.
• Contribute to the evolution of Oracle NetSuite’s Risk Reduction initiative through data-driven insights.
• Deliver training and enablement sessions on customer health tools and best practices.

Qualifications

• 5+ years of experience in customer success, consulting, or account management within SaaS/ERP environments.
• Deep expertise in Oracle NetSuite, including implementation, support, and customer lifecycle management.
• Strong analytical skills with experience in AI/ML metrics, data analysis, and predictive modeling.
• Proven track record of driving customer retention and reducing churn through data insights.
• Excellent communication and stakeholder management skills across technical and executive audiences.
• Bachelor’s degree in Business, Computer Science, or related field; advanced degree preferred.

Benefits

• Competitive base salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance coverage.
• 401(k) matching and employee stock purchase program.
• Flexible remote work options and generous PTO policy.
• Professional development stipend and access to Oracle University training.