Description
Manager, Customer Success
Location: Remote, USA
Employment Type: Full-Time
Benefits Offered: Vision, Medical, Life, Dental, 401K
Gross annual base salary: USD 131,000-170,000
Additional variable compensation and benefits may apply. Total compensation is based on experience, skills, and location using objective, job-related criteria.
Summary
This position is for a Manager of Customer Success, a critical role in leading a team of Customer Success professionals (individual contributors) and overseeing a portfolio of important customers in your region.
As a Manager of Customer Success, you will be a strong front-line leader, reporting to the Director of Customer Success for a subset of customers in your assigned region. You will work closely with other leaders from Customer Success, Sales, Professional Services, Partner Alliances, Product, Support, Legal, Operations, and others to drive adoption, customer business outcomes, expansion, and retention within your portfolio of Customers.
OneStream Central Region
OneStream's Central Sales Region consists of the following states:
Illinois (IL), Indiana (IN), Iowa (IA), Kansas (KS), Kentucky (KY), Michigan (MI), Minnesota (MN), Missouri (MO), Nebraska (NE), Ohio (OH), and Wisconsin (WI).
The successful candidate is expected to reside in one of these states, as regional proximity enables stronger executive relationships through inperson engagement, supports faster onsite response during escalations, provides deeper insight into the local enterprise market, ensures close alignment with Regional Sales leadership, and helps minimize travel demands-allowing greater focus on driving strategic customer outcomes.
Primary Duties and Responsibilities
Strategy & Execution
Execute overall company and Customer Success strategy to deliver adoption, expansion, and retention.
Drive adoption and retention efforts across your region, leveraging data-driven insights to optimize customer outcomes.
Team Leadership & Development
Lead and coach a team of Customer Success professionals in achieving business goals including maintaining a high GRR, increasing NRR, and driving key KPIs.
Foster a culture of excellence, collaboration, and continuous learning, ensuring the team delivers outstanding customer experiences.
Customer Portfolio Management
Serve as a customer-facing leader and foster senior and executive-level strategic relationships across your book of business.
Measure and monitor your book of business progress against key performance indicators, reporting internally and to customer stakeholders.
Build and execute Customer Success Plans to establish strategic goals and help customers achieve their business objectives.
Governance & Process Excellence
Contribute to building and improving key governance programs such as onboarding, success strategy meetings, and regular business reviews to help manage customers and their expectations.
Ensure the execution of key governance programs designed to help customers achieve measurable value from their investment with OneStream.
Collaborate with internal teams (Account Management, Professional Services, Education, SME) to identify opportunities for further adoption of our solutions.
Risk Management & Advocacy
Run regular cadence calls to manage risks within your book of business and take proactive measures to manage or resolve them efficiently.
Advocate for customer needs across departments and manage resolutions for escalated concerns.
Commercial Leadership & Reporting
Demonstrate a commercial mindset to drive strategic alignment, tactical execution, influence key decisions, and secure commercial and operational commitments that strengthen customer relationships.
Develop a strong internal network across the entire internal ecosystem and strategize with CS leadership across your assigned region.
Deliver strong internal QBRs and report to CS leadership on a regular basis.
Gain and maintain strong knowledge of the OneStream platform and future product offerings
Required Education and Experience
Minimum of a bachelor's degree; an advanced degree may be considered in lieu of professional experience.
8+ years in a related function with direct customer advocacy and engagement experience.
Minimum of 5 years of experience in Customer Success, Consulting, Account Management, or Sales/Pre-Sales.
Minimum of 1 year of experience in a leadership or team lead capacity.
Prior experience in dealing with C-level executive stakeholders.
Prior experience in dealing with complex customers.
Prior experience in SaaS applications.
Prior experience with any CPM solution (OneStream, Oracle, SAP, Anaplan, or other).
Sound understanding of corporate finance functions including financial close, planning, budgeting, forecasting, and management reporting.
Preferred Education and Experience
Good knowledge of OneStream platform and offerings is preferred.
Prior experience in CPM/EPM delivery in complex customer landscapes is a plus
Strong product knowledge combined with solid business or technical expertise is a plus.
Understanding project documentation in accordance with OneStream methodology standards and guidelines is a plus.
Knowledge, Skills, and Abilities
Strategic thinker
Strong networker
Leader by example
Excellent professional coaching skills
Excellent professional relationship building skills
Strong organizational and planning skills
Keen attention to detail
Strong commitment to customer success and continuous delivery of product value.
Strong in developing cases and roadmaps with customers and aligning strategies to solutions.
Strong verbal, written, and presentation skills coupled with interpersonal expertise adapted to all levels including executives.
Self-starter who thrives in multi-tasking environments and adapts priorities seamlessly.
Strong technical problem-solving skills with the ability to rapidly... For full info follow application link.
