Senior Customer Success Manager (Georgia)

OneStream Software; Birmingham (MI); On-site; USD 114,000 - 148,000; Full time

Benefits offered by this job

Excellent Medical Plan

Dental & Vision Insurance

Life Insurance

Short & Long Term Disability

Vacation Time

Paid Holidays

Professional Development

Retirement Plan

Job summary

OneStream Software seeks a Senior Customer Success Manager to oversee a portfolio of 30–35 enterprise accounts across Georgia, with ARR of $5M–$15M, focusing on adoption, renewal, and growth. You will partner with sales to align on strategic outcomes and drive customer value.

Travel up to 50% is required to engage executives and support regional customers, while collaborating with cross-functional teams to ensure successful outcomes and accountable regional performance.

Qualifications

• A minimum of 8 years of professional experience.
• At least 5 years in a Customer Success Manager position within SaaS or technology.
• Proven experience keeping customers focused on desired business outcomes.
• Conceptual knowledge of Financial Close, Planning, Budgeting, Forecasting and Management Reporting.

Responsibilities

• Manage a portfolio of 30–35 enterprise accounts with ARR of $5M–$15M.
• Drive adoption, expansion, satisfaction and renewal.
• Own onboarding and ongoing customer success processes.
• Understand contractual terms across Cloud/SaaS and partner delivery.
• Develop strong relationships with customers and delivery teams.
• Establish cadence-based business reviews with customers.
• Support regional CS Director in monthly health checks with sales.
• Collaborate with Regional CS Director on renewals and expansions to SaaS.

Skills

Communication skills

Relationship building

Problem solving

Organizational skills

Planning skills

Self-motivated

Attention to detail

Customer service

Independent judgment

High stress tolerance

Education

Degree in Business, Accounting, Finance or IT

Tools

OneStream

Oracle EPM

SAP BPC

IBM Cognos

Anaplan

Job description

At OneStream, we're on a mission to empower every Finance organization and professional to exceed their potential. Our global teams span continents, cultures, and time zones, united by a shared purpose as we build the operating system for modern Finance and help organizations move with greater speed, clarity, and confidence.

That mission comes to life through our people. Behind every innovation, customer success, and milestone are talented people working together to make a difference. Thatswhywe are looking for people who are bold enough to think big, authentic in how they lead and collaborate, curious about what's possible, and committed to delivering results.

Want a closer look before you apply? Explore our Careers site to learn more about our people, culture, and benefits.

Summary

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 30-35 mainly enterprise accounts, with a combined ARR of $5M-$15M.

This role supports customers and sales partners across Georgia, with a preference for Atlanta.

The Successful Candidate will be based within this region, as regional proximity helps to:

• Enable meaningful executive and customer engagement when needed
• Support strong understanding of the regional commercial landscape
• Strengthen alignment with Commercial Sales teams
• Maintain sustained focus on delivering scalable customer success outcomes across the region

Primary Duties and 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 (Scope, Timeline, staffing).
• 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.

Customer Advocacy

• 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 (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 coaching.

Required Education and Experience

• 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.

Preferred Education and Experience

• 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 any of the following CPM Software products:

1. OneStream.
2. Oracle's EPM suite (HFM, FCCS, PBCS, Planning, Essbase, FDM, etc.).
3. SAP BPC (Outlooksoft), SAP BOFC (Cartesis).
4. IBM Cognos.
5. Anaplan.
6. 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.
• Must be able to exercise independent judgment and solve problems.
• High stress tolerance.

Travel

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

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

Gross annual base salary

$114,000—$148,000 USD

All candidates must be legally authorized to work for any company in the country where this position is located without sponsorship.

OneStream Software is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race,color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local laws, regulations, and ordinances.

If you need assistance and/or a reasonable accommodation during the application process, reach out to [e-mail].

OneStream may use the personal information you provide to process your application and contact you, in accordance with applicable privacy laws such as the CCPA and GDPR. For more information about how we handle your personal information, please review OneStream's Privacy Policy.

Emails about job opportunities at OneStream are only sent by employees with an @onestreamsoftware.com email address. Reach out to your contact at OneStream if you suspect a phishingscam.