Company Overview

Oracle Corporation is a global leader in enterprise cloud applications, pioneering innovative solutions that power businesses worldwide. With our comprehensive suite of NetSuite cloud ERP, CRM, and EPM applications, we empower organizations to streamline operations, drive growth, and achieve digital transformation. Join Oracle to be part of a dynamic team shaping the future of business technology.

Position Overview

The NetSuite Customer Success Manager (CSM) - Individual Contributor plays a critical role in ensuring clients achieve meaningful business outcomes through the effective adoption and optimization of Oracle NetSuite solutions. Based in FL, United States, this role focuses on building strong client relationships, driving product adoption, and maximizing value realization without direct people management responsibilities. As an individual contributor, you will collaborate with cross-functional teams to deliver exceptional customer experiences and contribute to client retention and expansion.

Key Responsibilities

• Serve as the primary point of contact for assigned NetSuite clients, fostering long-term relationships and ensuring high satisfaction levels
• Conduct regular business reviews to assess client health, identify risks, and uncover opportunities for expansion
• Drive adoption of NetSuite features by creating tailored success plans and providing proactive guidance on best practices
• Collaborate with internal teams, including support, product, and professional services, to resolve escalations and deliver solutions
• Analyze client usage data and KPIs to recommend optimizations that maximize ROI from NetSuite implementations
• Educate clients on new NetSuite releases, updates, and advanced functionalities to enhance platform utilization
• Identify upsell and cross-sell opportunities by understanding client business needs and aligning them with NetSuite capabilities
• Develop and maintain comprehensive client documentation, including success metrics and action plans
• Contribute to the continuous improvement of customer success processes and playbooks within the NetSuite organization
• Monitor client feedback and advocate for product enhancements to support evolving customer requirements

Required Qualifications

• Bachelor's degree in Business, Information Technology, or a related field
• 5+ years of experience in customer success, account management, or SaaS support roles
• Demonstrated experience working with ERP, CRM, or cloud-based enterprise software solutions
• Proven track record of managing client relationships and driving adoption in a B2B environment
• Strong analytical skills with experience using data to inform client strategies and measure success
• Excellent communication and presentation skills, with the ability to engage C-level executives
• Ability to work independently in a fast-paced, remote-friendly environment
• Proficiency in CRM tools such as Salesforce or similar platforms

Preferred Qualifications

• NetSuite certification (e.g., SuiteFoundation, SuiteAnalytics, or Administrator)
• Prior experience with NetSuite ERP, CRM, or Financial Management modules
• Background in professional services, consulting, or implementation for enterprise software
• Experience in mid-market or enterprise customer segments within technology or SaaS industries
• Familiarity with project management methodologies such as Agile or customer success frameworks

What We Offer

• Competitive base salary plus performance-based incentives and bonuses
• Comprehensive health, dental, and vision insurance with low employee premiums
• 401(k) retirement savings plan with generous company matching
• Flexible time off, including unlimited PTO and paid parental leave
• Professional development stipend for certifications, training, and conferences
• Remote work flexibility with home office setup allowance and wellness programs

About the Team

The NetSuite Customer Success team is a high-energy group of professionals dedicated to client advocacy and innovation in cloud ERP solutions. We thrive in a collaborative culture that values diverse perspectives and empowers individual contributors to make a direct impact on customer outcomes. Join us to work with top-tier talent in a supportive environment focused on growth and excellence.