Senior Customer Success Manager, Central Region
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Job Description
Senior Customer Success Manager responsible for customer relationships and product adoption at OneStream. Managing enterprise accounts to ensure customer goals and satisfaction are met.
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
- 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
- When necessary, be the respectful challenger to set and manage customer expectations, ensuring customer retention creating a life-long customer.
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.
- 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, SAP BPC, IBM Cognos, Anaplan, or other CPM solutions.
Benefits:
- Vision
- Medical
- Life
- Dental
- 401K
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