Senior Customer Success Manager (Central Region)

About the role

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.

Primary Duties And Responsibilities

• Manage 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
• 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 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.

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