Senior Customer Success Manager (East Region)

DescriptionSENIOR CUSTOMER SUCCESS MANAGER (EAST REGION)Location:Remote, USAEmployment Type:Full-TimeCompensation:$104,000 -$130,000 (Range applies to US candidates only) + Benefits/Variable Comp/ - Range may vary based on experience.Benefits Offered:Vision, Medical, Life, Dental, 401KSummaryOneStream is redefining the future of finance with the ambition to become the Operating System for Modern Finance. Its unified, cloud-based Corporate Performance Management (CPM) platform enables organisations to optimise processes, make data-driven decisions, and achieve exceptional operational efficiency.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. The role involves building strong relationships with key stakeholders, proactively addressing needs, and delivering tailored solutions to enhance customer satisfaction. Collaboration with the sales team is essential to identify upselling and cross-selling opportunities, thereby unlocking the full potential of OneStream's capabilities. Success in this role requires a customer-centric mindset, excellent communication and problem-solving skills, and a proven ability to manage complex customer relationships. Prior experience in a Customer Success role is required.This role will manage a portfolio of approximately 30-40 mainly enterprise accounts, with a combined ARR of $5M-$15M across the East Region.East RegionOur East Region consists of the following states and districts: Connecticut (CT), Delaware (DE), Maine (ME), Maryland (MD), Massachusetts (MA), New Hampshire (NH), New Jersey (NJ), New York (NY), Pennsylvania (PA), Rhode Island (RI), Vermont (VT), Virginia (VA), Washington, DC (DC), and West Virginia (WV).The successful candidate is expected to reside in one of these locations, as regional proximity strengthens executive relationships through inperson engagement, enables timely onsite support during escalations, offers valuable insight into the local enterprise landscape, ensures strong alignment with Regional Sales leadership, and reduces travel requirements to maintain focus on delivering strategic customer outcomes.Primary Duties and ResponsibilitiesManaging your portfolio of customersPartner with sales and your CSM's to complete a comprehensive sales transition processOperate as a seasoned business partner to your customer and their delivery team by knowing their strategy and planPrimary ownership and accountability for driving your customer's adoption, expansion, satisfaction, and renewalUnderstand 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 processDevelop strong working relationship with your customer and their delivery teamEstablish and execute cadence-based "Business Review" meetings with your customerSupport your Region CS Director in conducting monthly Region Health Check meetings with the regional sales teamWork with your Regional CS Director to proactively manage the regions portfolio of renewals, expansions, and conversions to SaaSIdentify and mitigate risks that threaten your customer's satisfaction, growth, or renewalAlign with Customer Success Leadership on regional metricsDevelop and grow your knowledge of OneStream's Platform and MarketPlace Solutions and share that knowledge with customersPromote awareness of Regional OneStream Communities and customer educational eventsKeep management informed of progress and obstacles on your portfolio of customersSupport Sales in the Customer Account Planning sessionsCustomer AdvocacyUnderstand what your customer's values in their partnership with OneStream now and in the futureActively listen to customers and help them understand how they can get the most value from their investment in OneStreamBe a point of escalation for your CSM's customer requests, issues, and escalationsChampion 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 coachingRequired Education and ExperienceA 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 ExperienceDegree in Business, Accounting, Finance, Information Technology or related field.Corporate Performance Management (CPM) experienceCustomer and account management experience.Management consulting/technology consulting experience.Prior experience with any of the following CPM Software products:o OneStreamo Oracle's EPM suite (HFM, FCCS, PBCS, Planning, Essbase, FDM, etc.)o SAP BPC (Outlooksoft), SAP BOFC (Cartesis)o IBM Cognoso Anaplano Or other CPM solutions.Knowledge, Skills, and AbilitiesA team player with a bias towards actionExcellent interpersonal and communication skillsProfessional verbal and written communication skillsProfessional relationship building skillsStrong ability to problem-solve in a collaborative environmentStrong organizational and planning skillsHighly self-motivated and directedKeen attention to detailProven analytical, evaluative, and problem-solving abilitiesExceptional customer service orientationMust be able to exercise independent judgment and solve problemsHigh stress toleranceTravelTravel Requirement: Must be willing and able to travel up to 50% (travel requirements will vary by customer).Who We AreOneStream is how today's Finance teams can go beyond just reporting on the past and Take Finance Further by steering the business to the future. It's the only enterprise finance platform that unifies financial and operational data, embeds AI for better decisions and productivity, and empowers the CFO to become a critical driver of business strategy and execution. Our vision is to be the operating system for modern finance, digitizing core financial functions and empowering the CFO to become a critical driver of business strategy. To learn more visit www.onestream.com.Why Join The OneStream TeamTransparency around corporate structure, salary, and benefitsCore value of customer successVariety of project work (not industry-specific)Strong culture and camaraderieMultiple training opportunitiesBenefits at OneStreamOneStream employees are passionate, hardworking individuals who go above and beyond to keep our customers happy and follow through on our mission statement. They consistently deliver the best and in turn, we make every effort to keep them cared for and happy. A sample of the benefits we provide are:Excellent Medical PlanDental & Vision InsuranceLife InsuranceShort & Long Term DisabilityVacation TimePaid HolidaysProfessional DevelopmentRetirement PlanAll candidates must be legally authorized to work for any company in the country where this position is located without sponsorship.OneStream is an Equal Opportunity Employer.#LI-KT1 #LI-RemoteEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThis employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.