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Jobs or company...
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Senior Manager, Customer Success Services

  • Full Time, onsite
  • Oracle Corporation Malaysia Sdn. Bhd.
  • advanced degree a plus., Malaysia
Salary undisclosed
Checking job availability...
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Simplified

An experienced people manager will lead a team of 8–10 Customer Success Managers (CSMs) within the Customer Success Center managing the customers with ARR below 300K, based in Kuala Lumpur, Malaysia. This leader is accountable for driving operational excellence, building team capability, and ensuring consistent value delivery to Oracle’s SaaS customers across the ASEAN region. Through effective coaching, performance management, and close collaboration with both internal stakeholders and external clients, the manager will drive strong customer adoption, maximize retention, and support continuous contract base growth (CBG) across the team’s portfolio.

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and 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.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing

or by calling in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

Essential Duties and Responsibilities

People & Team Leadership

  • Lead, coach, and develop a high-performing team of CSMs focused on delivering exceptional customer outcomes.
  • Foster a collaborative and supportive team environment with a strong culture of accountability, innovation, and continuous improvement.
  • Set clear goals and performance expectations; monitor progress and provide regular feedback and career development guidance.

Customer Engagement & Success Strategy

  • Ensure CSMs are effectively executing on customer success plans, business reviews, and adoption strategies.
  • Partner with Sales, Support, Development and Services teams to align customer strategies and ensure proactive engagement across the customer lifecycle.
  • Champion the voice of the customer within Oracle and drive programs that improve the overall customer experience.

Operational Excellence

  • Own key performance metrics such as adoption, CBG, renewal rates, customer satisfaction, and team productivity.
  • Streamline and standardize success practices across the team, ensuring efficient and consistent execution of customer success motions.
  • Monitor service usage, escalations, and contract health, and guide the team in proactive risk mitigation and value realization.

Program & Initiative Leadership

  • Drive regional initiatives related to enablement, tool adoption, knowledge sharing, and strategic customer engagement.
  • Identify and lead continuous improvement projects to optimize internal processes and customer outcomes.
  • Collaborate with regional and global leadership to align on team objectives, best practices, and cross-regional consistency.

Essential Background

  • 10+ years of experience in customer-facing roles such as customer success, consulting, delivery, or cloud applications.
  • 3+ years in a people management or team leadership role with a track record of building, mentoring, and developing teams.
  • Deep understanding of SaaS and Oracle Cloud Applications is highly preferred.
  • Strong business acumen and customer-centric mindset.
  • Excellent communication, coaching, and stakeholder management skills.
  • Experience with internal tools (e.g., CLM) and customer engagement frameworks.
  • Bachelor’s degree or equivalent in Business, Technology, or related field; advanced degree a plus.