Senior Customer Success Manager

This is a fully remote position, open to applicants in Italy.

📋 Description

• Oversee comprehensive relationships with designated clients, ensuring their adoption, retention, and renewal.

• Cultivate diverse relationships throughout customer organizations.

• Create and implement Customer Success Plans to set crucial goals and assist customers in meeting their business objectives and strategic aims.

• Assess and track customers’ advancements against key performance indicators, reporting both internally and to customer stakeholders.

• Organize regular meetings (weekly/monthly/quarterly/bi-annually/annually) with clients to review program progress, adhering to appropriate governance at various stakeholder levels.

• Lead and manage strategic interactions with decision-makers during routine business reviews.

• Act as a trusted advisor to clients, ensuring they derive ongoing value from our products and services.

• Work in conjunction with internal teams (Account Management, Professional Services, Education, SME) to pinpoint opportunities for enhanced adoption of our solutions.

• Recognize and foster expansion opportunities within current accounts.

• Build a robust internal network across the entire organization.

• Advocate for customer requirements across departments and handle resolutions for escalated issues.

• Identify risks within accounts and take proactive steps to manage or resolve them effectively.

• Encourage customers to participate in user groups and regional client events.

• Guide customers in developing training for their staff and establishing a center of excellence.

• Ensure clients achieve ongoing ROI by consulting on workflows and aligning outcomes with business objectives.

• Acquire and maintain in-depth knowledge of the OneStream platform and future product developments.

• Mentor newer team members.

• Collaborate with Customer Success colleagues within your region.

• Use customer management tools to monitor communication, issues, and metrics.

⛳️ Requirements

• A minimum of a Bachelor’s degree; an advanced degree may be considered in lieu of relevant professional experience.

• Over 8 years of experience in a related role with direct customer advocacy and engagement.

• At least 5 years of experience in Customer Success, Consulting, Account Management, or Sales/Pre-Sales.

• Previous experience managing complex customer relationships.

• Familiarity with corporate finance functions, including financial close, planning, budgeting, forecasting, and management reporting is preferred.

🏝️ Benefits

• Transparency regarding corporate structure, salary, and benefits.

• A core value centered around customer success.

• A diverse range of project work (not limited to any specific industry).

• A strong culture and sense of camaraderie.

• Numerous training opportunities.