Senior Customer Success Manager (Central Region)

OneStream is redefining the future of finance with the ambition to become the Operating System for Modern Finance. The Senior Customer Success Manager plays a pivotal role in ensuring that customers achieve their goals and become referenceable success stories by managing a portfolio of customers and supporting them throughout their journey from onboarding to ongoing engagement, retention, and growth.

Responsibilities:

• Managing your portfolio of customers
• Partner with sales and your CSM’s 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 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
• 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 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
• Support Sales in the Customer Account Planning sessions
• Understand what your customer’s 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 CSM’s customer requests, issues, and escalations
• 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 customer expectations, ensuring customer retention creating a life-long customer
• Work with your CSM’s to develop their annual goals
• Establish a regular cadence with your CSM’s to listen, mentor and as needed provide coaching

Requirements:

• 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
• Customer-centric mindset, excellent communication and problem-solving skills, and a proven ability to manage complex customer relationships
• 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:
• OneStream
• Oracle's EPM suite (HFM, FCCS, PBCS, Planning, Essbase, FDM, etc.)
• SAP BPC (Outlooksoft), SAP BOFC (Cartesis)
• IBM Cognos
• Anaplan
• Or other CPM solutions