Description
CUSTOMER SUCCESS MANAGER (North East US)
Location: Remote, North East US
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.
This role will manage a portfolio of approximately 30-40 mainly enterprise accounts, with a combined ARR of $5M-$15M across the North East Region.
Our preference is for the successful candidate to be based in the Northeast region-specifically in one of the following states: 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), or West Virginia (WV). Proximity to our enterprise customer base in this region is important to minimize travel time and foster stronger client relationships through local market knowledge and regional familiarity.
Our preference is for the successful candidate to have experience in a B2B Customer Success role within a SaaS or technology company that targets enterprise clients and offers solutions specifically designed for Finance functions-particularly those sold into Finance Departments and CFOs of large corporations.
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 whose solutions are financial software, sold into the office of CFO/Finance Depts.
*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... For full info follow application link.
