Customer Success Manager (East Region)

OneStream Software; Birmingham; Remote; USD 105,000 - 120,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to redefine finance operations. In this pivotal role, you'll guide customers through their journey, ensuring they achieve their goals and maximize their investment. Your expertise in building relationships and understanding client needs will drive customer satisfaction and success. Join a forward-thinking company that values transparency, offers diverse project work, and fosters a strong culture of camaraderie. If you're passionate about customer success and ready to make a significant impact, this opportunity is for you.

Benefits

Excellent Medical Plan

Dental & Vision Insurance

Life Insurance

Short & Long Term Disability

Vacation Time

Paid Holidays

Professional Development

Retirement Plan

Qualifications

• 3+ years in Customer Success, managing customer relationships.
• Experience in SaaS or technology-related companies.

Responsibilities

• Manage a portfolio of customers, ensuring satisfaction and renewal.
• Collaborate with sales for a smooth transition and upselling opportunities.

Skills

Customer Success Management

Account Management

Communication Skills

Problem-Solving Skills

Relationship Building

Education

Degree in Business, Accounting, Finance, or IT

Customer and Account Management Experience

Job description

Description

CUSTOMER SUCCESS MANAGER (EAST REGION)

Location: Remote, New York, Philadelphia or Massachusetts, USA
Employment Type: Full-Time
Compensation: $105,000-$120,000 (Range applies to US candidates only) + Benefits/Variable Comp/Equity - Range may vary based on experience.
Benefits Offered: Vision, Medical, Life, Dental, 401K

Summary

At OneStream we are redefining the future of finance with the goal of becoming the Operating System for Modern Finance. Our unified, cloud-based Corporate Performance Management (CPM) platform empowers organizations to optimize processes, make data-driven decisions, and achieve unparalleled operational excellence.

As a Customer Success Manager (CSM), you will play an Integral role in our mission to ensure every customer achieves their goals and becomes a referenceable success, you will oversee a portfolio of customers guiding them through their entire journey-from initial onboarding to sustained engagement, retention, and growth.

In this role, the CSM will act as the primary advocate for your customers, understanding their unique business objectives and helping them realize maximum value from their OneStream investment. You will build deep relationships with key stakeholders, proactively address their needs, and deliver tailored solutions to drive customer satisfaction and success. The CSM will collaborate with the sales team to identify upselling and cross-selling opportunities, helping customers unlock the full value of OneStream's capabilities. By fostering trust and delivering results, you'll drive customer adoption and support their long-term goals. This role requires a customer-centric mindset, strong communication and problem-solving skills, and a proven ability to manage complex customer relationships. Prior experience in Customer Success, Account Management, or a related field is essential.

To foster stronger relationships with clients, providing more localized support, preference is for candidates to reside in New York, Philadelphia or Massachusetts.

Primary Duties and Responsibilities

Managing your portfolio of customers
* Partner with sales to complete a comprehensive sales transition process.
* Operate as a 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 (Scope, Timeline, staffing).
* Manage and execute the customer's onboarding process.
* Develop strong working relationships with your customers and their delivery team.
* Establish and execute cadence-based "Business Review" meetings with your customer.
* 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.

Customer Advocacy
* Learn and understand what customers value in their partnership with OneStream.
* Actively listen to customers and help them understand how they can get the most value from their investment in OneStream.
* Champion 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 your customer's expectations.

Required Education and Experience

*At least 3 years of experience in Customer Success, building and managing customer relationships.
*Experience as a Customer Success Manager within a SaaS or Technology related company.
*A minimum of 5 years of professional experience.
*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 Experience
* Degree in Business, Accounting, Finance, Information Technology or related field.
* Customer and account management experience.
* Management consulting/technology consulting experience.
* Corporate Performance Management (CPM) experience (either as a CSM, a consultant or a corporate employee).
* Prior experience with any of the following CPM Software products:
o OneStream
o Oracle's EPM suite (HFM, FCCS, PBCS, Planning, Essbase, FDM, etc.)
o SAP BPC (Outlooksoft), SAP BOFC (Cartesis)
o IBM Cognos
o Anaplan
o Or 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 operate in a demanding environment managing simultaneous priorities.

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

Who We Are
OneStream 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 Team
* Transparency around corporate structure, salary, and benefits
* Core value of customer success
* Variety of project work (not industry-specific)
* Strong culture and camaraderie
* Multiple training opportunities

Benefits at OneStream
OneStream 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 Plan
* Dental & Vision Insurance
* Life Insurance
* Short & Long Term Disability
* Vacation Time
* Paid Holidays
* Professional Development
* Retirement Plan

All 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-Remote

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This 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.