[Hiring] Senior Customer Success Manager @OneStream

Role Description

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.

• Serve as the primary advocate for customers.
• Understand each organisation’s unique business objectives.
• Help customers maximise the value of their OneStream investment.
• Build strong relationships with key stakeholders.
• Proactively address needs and deliver tailored solutions.
• Collaborate with the sales team to identify upselling and cross-selling opportunities.
• Manage a portfolio of approximately 30–35 mainly enterprise accounts, with a combined ARR of $5M–$15M.
• Support customers and sales partners across Georgia, with a preference for Atlanta.

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.
• Drive customer’s adoption, expansion, satisfaction, and renewal.
• Understand customer’s OneStream contractual agreements.
• Manage and execute the customer’s onboarding process.
• Develop strong working relationships with your customer and their delivery team.
• Establish and execute cadence-based “Business Review” meetings.
• Support your Region CS Director in conducting monthly Region Health Check meetings.
• Proactively manage the regions portfolio of renewals, expansions, and conversions to SaaS.
• Identify and mitigate risks that threaten customer satisfaction, growth, or renewal.
• Align with Customer Success Leadership on regional metrics.
• Develop and grow your knowledge of OneStream’s Platform and MarketPlace Solutions.
• 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 values in their partnership with OneStream.
• Actively listen to customers and help them maximize value from their investment.
• Be a point of escalation for customer requests, issues, and escalations.
• Champion customer requests by collaborating with various OneStream departments.
• Set and manage customer expectations to ensure retention.

Supervisor Responsibilities

• Work with your CSM’s to develop their annual goals.
• Establish a regular cadence to listen, mentor, and provide coaching.

Qualifications

• A minimum of 8 years of professional experience.
• At least 5 years of experience in a Customer Success Manager position within a SaaS or Technology related company.
• Proven experience in keeping customers focused on their desired business outcomes.
• Conceptual understanding of 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 CPM Software products such as:
• OneStream.
• Oracle’s EPM suite (HFM, FCCS, PBCS, Planning, Essbase, FDM, etc.).
• SAP BPC (Outlooksoft), SAP BOFC (Cartesis).
• IBM Cognos.
• Anaplan.
• 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.
• Ability to exercise independent judgment and solve problems.
• High stress tolerance.

Travel

• Must be willing and able to travel up to 50% (travel requirements will vary by customer).

Benefits

• Excellent Medical Plan
• Dental & Vision Insurance
• Life Insurance
• Short & Long Term Disability
• Vacation Time
• Paid Holidays
• Professional Development
• Retirement Plan