Senior Customer Success Manager (Central Region)

SENIOR CUSTOMER SUCCESS MANAGER (Central Region)

Location: Remote USA

Employment Type: Full-Time

Benefits Offered: Vision Medical Life Dental 401K

Gross annual base salary: USD 00

Additional variable compensation and benefits may apply. Total compensation is based on experience skills and location using objectivejob-related criteria.

Summary

OneStream is redefining the future of finance with the ambition to become the Operating System for Modern Finance. Its unified cloud-based Corporate Performance Management (CPM) platform enables organisations to optimise processes make data-driven decisions and achieve exceptional operational efficiency.

The Senior Customer Success Manager (SCSM) plays a pivotal role in ensuring that customers achieve their goals and become referenceable success stories. This individual manages a portfolio of customers supporting them throughout their journeyfrom onboarding through to ongoing engagement retention and growth.

Serving as the primary advocate for customers the Senior CSM is responsible for understanding each organisations unique business objectives and helping them maximise the value of their OneStream investment. The role involves building strong relationships with key stakeholders proactively addressing needs and delivering tailored solutions to enhance customer satisfaction. Collaboration with the sales team is essential to identify upselling and cross-selling opportunities thereby unlocking the full potential of OneStreams capabilities. Success in this role requires a customer-centric mindset excellent communication and problem-solving skills and a proven ability to manage complex customer relationships. Prior experience in a Customer Success role is required.

This role will manage a portfolio of approximately 3035 mainly enterprise accounts with a combined ARR of $5M$15M.

Primary Duties and Responsibilities

Managing your portfolio of customers
Partner with sales and your CSMs to complete a comprehensive sales transition process
Operate as a seasoned business partner to your customer and their delivery team by knowing their strategy and plan
Primary ownership and accountability for driving your customers adoption expansion satisfaction and renewal
Understand customers OneStream contractual agreements (Cloud/SaaS Term etc.)
Understand customers contractual agreements with their delivery team whether it is with a Partner or with OneStream Services (Scope Timeline staffing)
Manage and execute the customers onboarding process
Develop strong working relationship with your customer and their delivery team
Establish and execute cadence-based Business Review meetings with your customer
Support your Region CS Director in conducting monthly Region Health Check meetings with the regional sales team
Work with your Regional CS Director to proactively manage the regions portfolio of renewals expansions and conversions to SaaS
Identify and mitigate risks that threaten your customers satisfaction growth or renewal
Align with Customer Success Leadership on regional metrics
Develop and grow your knowledge of OneStreams Platform and MarketPlace Solutions and share that knowledge with customers
Promote awareness of Regional OneStream Communities and customer educational events
Keep management informed of progress and obstacles on your portfolio of customers
Support Sales in the Customer Account Planning sessions

Customer Advocacy
Understand what your customers values in their partnership with OneStream now and in the future
Actively listen to customers and help them understand how they can get the most value from their investment in OneStream
Be a point of escalation for your CSMs customer requests issues and escalations
Champion your customers requests by collaborating with the Customer their delivery team and various OneStream departments (Customer Support Cloud Technical SMEs Product Mgmt. etc.)
When necessary be the respectful challenger to set and manage customer expectations ensuring customer retention creating a life-long customer.

Supervisor Responsibilities
Work with your CSMs to develop their annual goals
Establish a regular cadence with your CSMs to listen mentor and as needed provide coaching

Required Education and Experience

A minimum of 8 years of professional experience.
At least 5 years of experience in Customer Success Manager position within a SaaS or Technology related company.
Proven experience in keeping customers focused on their desired business outcomes throughout their initiatives.
Conceptual understanding of the following finance processes: Financial Close Planning Budgeting Forecasting Management Reporting.

Preferred Education and Experience

Degree in Business Accounting Finance Information Technology or related field.
Corporate Performance Management (CPM) experience
Customer and account management experience.
Management consulting/technology consulting experience.
Prior experience with any of the following CPM Software products:
o OneStream
o Oracles EPM suite (HFM FCCS PBCS Planning Essbase FDM etc.)
o SAP BPC (Outlooksoft) SAP BOFC (Cartesis)
o IBM Cognos
o Anaplan
o Or other CPM solutions.

Knowledge Skills and Abilities

A team player with a bias towards action
Excellent interpersonal and communication skills
Professional verbal and written communication skills
Professional relationship building skills
Strong ability to problem-solve in a collaborative environment
Strong organizational and planning skills
Highly self-motivated and directed
Keen attention to detail
Proven analytical evaluative and problem-solving abilities
Exceptional customer service orientation
Must be able to exercise independent judgment and solve problems
High stress tolerance

Travel
Travel Requirement: Must be willing and able to travel up to 50% (travel requirements will vary by customer).

Who We Are
OneStream is how todays Finance teams can go beyond just reporting on the past and Take Finance Further by steering the business to the future. Its the only enterprise finance platform that unifies financial and operational data embeds AI for better decisions and productivity and empowers the CFO to become a critical driver of business strategy and execution. Our vision is to be the AI operating system for modern finance digitizing core financial functions and empowering the CFO to become a critical driver of business strategy. To learn more visit .

Why Join The OneStream Team
Transparency around corporate structure salary and benefits
Core value of customer success
Variety of project work (not industry-specific)
Strong culture and camaraderie
Multiple training opportunities

Benefits at OneStream
OneStream employees are passionate hardworking individuals who go above and beyond to keep our customers happy and follow through on our mission statement. They consistently deliver the best and in turn we make every effort to keep them cared for and happy. A sample of the benefits we provide are:
Excellent Medical Plan
Dental & Vision Insurance
Life Insurance
Short & Long Term Disability
Vacation Time
Paid Holidays
Professional Development
Retirement Plan

All candidates must be legally authorized to work for any company in the country where this position is located without sponsorship.
OneStream is an Equal Opportunity Employer.

#LI-KT1 #LI-Remote

Required Experience:

Senior IC