Customer Success Manager

Remote, United States of America OneStream Software

Employment Type Full-Time

Salary $105,000 - $120,000

Job Summary

OneStream’s mission statement "Every customer must be a reference and success” drives everything we do. We will continually listen to the changing needs of our customers to determine the direction of our platform, service, and support.

OneStream recently rolled out a new Customer Success operating model. The foundational change was to align Customer Success with our Sales organization - both from a geographical alignment and from customer management perspective. Our goal is to develop strong partnerships with our customers and make them “lifelong OneStream customers.” Sales is responsible for acquiring new customers and Customer Success partners with Sales to nurture and grow those customers into “lifelong OneStream customers.”

The Customer Success Manager (CSM) is at the center of our mission statement to make every customer a reference and success. In this role, the CSM will manage a portfolio of customers within their geographic region. The CSM will be responsible for day-to-day customer success activities spanning from the initial onboarding to continued proactive engagement and driving retention. The CSM will operate as the customers primary advocate within OneStream. Over time, the CSM is expected to understand their customers desired business outcomes and help the customer maximize the value they get from their investment in OneStream.

Essential Duties & 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 relationship with your customer 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

QUALITIES OF A SUCCESSFUL CANDIDATE

Formal Education and Certification

• Four-year college degree in fields such as (but not limited to) Accounting, Business, Finance, Information Systems, or CIS, or equivalent work experience

Knowledge and Experience

• 5+ years of professional experience
• 3+ years building and managing customer relationships
• Spanish Speaking preferred
• Customer and account management experience preferred but not required
• Proven history of keeping customers focused on their desired business outcomes throughout their initiatives
• CPM experience preferred (either as a CSM, a consultant or as a corporate employee)
• Management consulting / technology consulting experience preferred but not required
• Conceptual understanding of the following finance processes: Financial Close, Planning, Budgeting, Forecasting, Management Reporting
• Prior experience with any of the following CPM systems is a plus:
  
  • OneStream
  • Oracle's EPM Suite (HFM, FCCS, PBCS, Essbase, FDM, etc.)
  • Anaplan
  • SAP Outlooksoft BPC
  • SAP BOFC (Cartesis)
  • IBM Cognos
  • Or other CPM Solutions

Personal Attributes

• Ethical
• Credible
• Competitive
• Professional
• Diligent
• Self-starter who is results driven
• Ability to manage multiple tasks and responsibilities
• Detail-oriented
• Strong presentation skills
• Highly professional and approachable demeanor
• Flexible and adaptable
• Works well in team environment
• Willing and able to travel
• Comfortable communicating with all levels of management.
• Legally authorized to work for any company in the Country without sponsorship.

WHO WE ARE

OneStream is an independent software company backed by private equity investors KKR, D1 Capital Partners, Tiger Global and IGSB. OneStream provides a market-leading intelligent finance platform that reduces the complexity of financial operations. OneStream unleashes the power of finance by unifying corporate performance management (CPM) processes such as planning, financial close & consolidation, reporting and analytics through a single, extensible solution. We empower the enterprise with financial and operational insights to support faster and more informed decision-making. All this is delivered in a cloud platform designed to continually evolve and scale with your organization.

With over 850 customers, 200 implementation partners and over 1,000+ employees, our primary mission is to deliver 100% customer success.

We are equally fanatical about our OneStream family members (formally known as employees). We are a team in every sense of the word. Everyone here is approachable and excited to pitch in and help. We work hard and play hard. The right candidate is easy to get along with, always willing to lend a hand, excited about coming to work, and happy to contribute to the team.

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/ Variable Comp/ Equity - Range may vary based on experience

OneStream Software is an Equal Opportunity Employer.

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