Manager, Customer Success (Central Region)

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.

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 resolve issues.

• Strong familiarity with enterprise and cloud software spaces.

• Expert in managing customer engagements to completion with high satisfaction levels.

Supervisory Responsibilities

• This position is responsible for overseeing a team of Customer Success professionals

Travel

• Willingness to travel up to 30%, depending on customer needs and geography.

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 andcamaraderie

• 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