Hostonic HostingRemote
Customer Success Manager (Florida, South Carolina, North Carolina, Tennessee)
United States
Full-time
1 week ago
$105,000 - $120,000 USD
No H1B
Key skills
Customer Success ManagementSaaS ExperienceCPM Systems KnowledgeFinance Processes UnderstandingAccount ManagementAnalytical SkillsCommunication SkillsProblem-Solving SkillsOrganizational SkillsInterpersonal SkillsOracleSaaSSAPLeadershipBudgetingCustomer SuccessSales
About this role
OneStream Software is redefining the future of finance with their cloud-based Corporate Performance Management (CPM) platform. They are seeking a Customer Success Manager to oversee a portfolio of customers, ensuring their goals are met and driving customer satisfaction through tailored solutions and relationship building.
Responsibilities:
- Partner with sales to complete a comprehensive sales transition process
- Operate as a business partner to your customer and their delivery team by knowing their strategy and plan
- Primary ownership and accountability for driving your customer’s adoption, expansion, satisfaction, and renewal
- Understand customer’s OneStream contractual agreements (Cloud/SaaS, Term, etc.)
- Understand customer’s contractual agreements with their delivery team whether it is with a Partner or with OneStream Services (Scope, Timeline, staffing)
- Manage and execute the customer’s onboarding process
- Develop strong working relationship with your customer and their delivery team
- Establish and execute cadence-based 'Business Review' meetings with your customer
- Identify and mitigate risks that threaten your customer’s satisfaction, growth, or renewal
- Align with Customer Success leadership on regional metrics
- Develop and grow your knowledge of OneStream’s 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
- Learn and understand what customers value in their partnership with OneStream
- Actively listen to customers and help them understand how they can get the most value from their investment in OneStream
- Champion your customer’s requests by collaborating with the Customer, their delivery team and various OneStream departments (Customer Support, Cloud, Technical SME’s, Product Mgmt. etc.)
- When necessary, be the respectful challenger to set and manage your customer’s expectations
Requirements:
- Customer Success Manager for a SaaS company
- 3+ years building and managing customer relationships
- 5+ years of professional experience
- Proven history of 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
- Legally authorized to work for any company in the country where this position is located without sponsorship
- Must be willing and able to travel up to 50% (travel requirements will vary by customer)
- Degree in Business, Accounting, Finance, or Information Technology / MIS
- Customer and account management experience
- Management consulting/technology consulting experience
- CPM experience (either as a CSM, a consultant or a corporate employee)
- Prior experience with any of the following CPM systems is a plus: OneStream, Oracle's EPM suite (HFM, FCCS, PBCS, Planning, Essbase, FDM, etc.), Anaplan, SAP Outlooksoft BPC, SAP BOFC (Cartesis), IBM Cognos, Or other CPM solutions