Senior Customer Success Manager, Central Region

This is a fully remote position, open to applicants in Illinois, +2 more states.

📋 Description

• Oversee your portfolio of clients

• Collaborate with sales and your Customer Success Managers (CSMs) to facilitate a thorough sales transition process

• Act as a knowledgeable business partner to your clients and their delivery teams by understanding their strategies and plans

• Hold primary responsibility for driving client adoption, growth, satisfaction, and contract renewal

• Comprehend clients' OneStream contractual arrangements (Cloud/SaaS, Term, etc.)

• Grasp clients' contractual agreements with their delivery teams, whether involving a Partner or OneStream Services

• Oversee and implement the client onboarding process

• Cultivate a robust working relationship with your clients and their delivery teams

• Establish and conduct cadence-based “Business Review” meetings with your clients

• Assist your Regional Customer Success Director in leading monthly Region Health Check meetings with the regional sales team

• Collaborate with your Regional Customer Success Director to proactively manage the regional portfolio of renewals, expansions, and transitions to SaaS

• Identify and address risks that could jeopardize client satisfaction, growth, or renewal

• Align with Customer Success Leadership on regional performance metrics

• Expand your knowledge of OneStream’s Platform and MarketPlace Solutions and share insights with clients

• Increase awareness of Regional OneStream Communities and educational events for clients

• Keep management updated on progress and challenges within your client portfolio

• Assist Sales during Customer Account Planning sessions

• Understand what your clients value in their partnership with OneStream both now and in the future

• Actively listen to clients and guide them on maximizing the value of their investment in OneStream

• Serve as an escalation point for your CSMs regarding customer requests, issues, and escalations

• Advocate for your clients’ requests by coordinating with the Customer, their delivery teams, and various OneStream departments

• When necessary, respectfully challenge to establish and manage client expectations, ensuring customer retention and fostering lifelong relationships.

⛳️ Requirements

• A minimum of 8 years of professional experience.

• At least 5 years of experience in a Customer Success Manager role within a SaaS or technology-related company.

• Demonstrated ability to keep clients focused on achieving their desired business outcomes throughout their initiatives.

• Conceptual understanding of finance processes such as Financial Close, Planning, Budgeting, Forecasting, and Management Reporting.

• A degree in Business, Accounting, Finance, Information Technology, or a related field.

• Experience in Corporate Performance Management (CPM).

• Experience in customer and account management.

• Background in management consulting or technology consulting.

• Previous experience with CPM software products like OneStream, Oracle’s EPM suite, SAP BPC, IBM Cognos, Anaplan, or other CPM solutions.

🏝️ Benefits

• Vision

• Medical

• Life

• Dental

• 401K