Senior Customer Success Manager (Central Region)
Description
At OneStream, we're on a mission to empower every Finance organization and professional to exceed their potential. Our global teams span continents, cultures, and time zones, united by a shared purpose as we build the operating system for modern Finance and help organizations move with greater speed, clarity, and confidence.
That mission comes to life through our people. Behind every innovation, customer success, and milestone are talented people working together to make a difference. That's why we're looking for people who are bold enough to think big, authentic in how they lead and collaborate, curious about what's possible, and committed to delivering results.
Want a closer look before you apply? Explore our Careers site to learn more about our people, culture, and benefits.
Summary
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 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.
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 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.
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.
Travel
Travel Requirement: Must be willing and able to travel up to 50% (travel requirements will vary by customer).
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
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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.
All candidates must be legally authorized to work for any company in the country where this position is located without sponsorship.
OneStream Software is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local laws, regulations, and ordinances.
If you need assistance and/or a reasonable accommodation during the application process, reach out to RecruitingAccommodations@onestreamsoftware.com.
OneStream may use the personal information you provide to process your application and contact you, in accordance with applicable privacy laws such as the CCPA and GDPR. For more information about how we handle your personal information, please review OneStream's Privacy Policy.
Emails about job opportunities at OneStream are only sent by employees with an @onestreamsoftware.com email address. Reach out to your contact at OneStream if you suspect a phishing scam.
Skills
As published by greenhouse · 43 questions · 1 written answer
Basics
First Name, Last Name, Email, Phone, Resume/CV, Location
Short answers (18)
- Preferred First Name optional
- Address Line 1
- Address Line 2
- City
- Postal Code
- LinkedIn Profile optional
- If you select Yes, please tell us more about the non-compete. optional
- If you answered yes to the above, please indicate the name of your relative: optional
- What are your yearly salary expectations?
- Address Line 1
- Address Line 2
- City
- Postal Code
- LinkedIn Profile optional
- If you select Yes, please tell us more about the non-compete. optional
- If you answered yes to the above, please indicate the name of your relative: optional
- What are your yearly salary expectations?
- If yes, please enter the referring employee's full name optional
Pick from a list (24)
- State
- Country
- Are you over the age of 18 years old?
- Will you now or in the future require OneStream to sponsor your employment visa status/work authorization in the country/province you are applying for?
- Are you legally authorized to work in the country/province where this position is located?
- Are you subject to a non-compete or other agreement, or aware of other circumstances, that would preclude or restrict your employment with OneStream?
- Are you related to anyone currently employed at OneStream?
- Are you currently or have you within the last five years served in the U.S. armed forces or been employed by any U.S. federal, state, and local government?
- I certify that my answers are true and complete to the best of my knowledge. If this application leads to employment, I understand that false or misleading information in my application or interview may result in my release.
- State
- Country
- Are you over the age of 18 years old?
- Will you now or in the future require OneStream to sponsor your employment visa status/work authorization in the country/province you are applying for?
- Are you legally authorized to work in the country/province where this position is located?
- Are you subject to a non-compete or other agreement, or aware of other circumstances, that would preclude or restrict your employment with OneStream?
- Are you related to anyone currently employed at OneStream?
- Are you currently or have you within the last five years served in the U.S. armed forces or been employed by any U.S. federal, state, and local government?
- How many years of Customer Success experience do you have in a SaaS or technology company?
- Which type of software did you primarily support in your role as a Customer Success Manager? (Select the option that represents where you spent the majority of your time.)
- Approximately how many customers in your book of business were you responsible for at one time in your Customer Success role? (Select the option that best reflects your typical portfolio.)
- Which customer segment best describes the majority of accounts in your book of business that you have supported? (Select the option that best reflects your experience)
- Approximately what was the total annual contract value (ARR) of the book of business you managed as a Customer Success Manager? (Select the option that best reflects the typical total value of your portfolio.)
- I certify that my answers are true and complete to the best of my knowledge. If this application leads to employment, I understand that false or misleading information in my application or interview may result in my release.
- Were you referred by a current OneStream employee? optional
Written answers (1)
- Briefly tell us why you are a good fit for the position or provide any additional supporting information below.