SummaryThe 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 journey-from onboarding through to ongoing engagement, retention, and growth. Serving as the primary advocate for customers, the Senior CSM is responsible for understanding each organisation's 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 OneStream's 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 30-35 mainly enterprise accounts, with a combined ARR of $5M-$15M.
To be successful in this role, candidates will reside in one of the following locations (in order of preference): Chicago, IL; Wisconsin (WI); or Minneapolis, MN.Proximity to these Central Region locations is essential to strengthen executive relationships through regular in-person engagement, ensure timely on-site support during critical moments, maintain close alignment with Regional Sales leadership, and stay connected to the local enterprise market-while reducing travel burden and driving greater impact for our customers.
Primary Duties and ResponsibilitiesManaging 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.
Customer Advocacy- Understand 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.
Supervisor Responsibilities- 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.
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:
- 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
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.
TravelTravel Requirement: Must be willing and able to travel up to 50% (travel requirements will vary by customer).
Benefits at OneStreamOneStream 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
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Total compensation is based on experience, skills, and location using objective, job-related criteria. Additional variable compensation and benefits may apply.
Gross annual base salary
$114,000-$148,000 USD
