ABOUT THE JOB
"Every customer must be a reference, one success at a time” This is our mission statement and 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. 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. 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.
PRIMARY DUTIES AND RESPONSIBILITIES
Managing your portfolio of customers:
1. Partner with sales to complete a comprehensive sales transition process.
2. Operate as a business partner to your customer and their delivery team by knowing their strategy and plan.
3. Primary ownership and accountability for driving your customer’s adoption, expansion, satisfaction, and renewal.
4. Understand customer’s OneStream contractual agreements (Cloud/SaaS, Term, etc.).
5. Understand customer’s contractual agreements with their delivery team whether it is with a Partner or with OneStream Services (Scope, Timeline, staffing).
6. Manage and execute the customer’s onboarding process.
7. Develop strong working relationship with your customer and their delivery team.
8. Establish and execute cadence-based “Business Review” meetings with your customer.
9. Identify and mitigate risks that threaten your customer’s satisfaction, growth, or renewal.
10. Align with Customer Success leadership on regional metrics.
11. Develop and grow your knowledge of OneStream’s Platform and MarketPlace Solutions and share that knowledge with customers.
12. Promote awareness of Regional OneStream Communities and customer educational events.
13. Keep management informed of progress and obstacles on your portfolio of customers.
Customer Advocacy
14. Learn and understand what customers value in their partnership with OneStream.
15. Actively listen to customers and help them understand how they can get the most value from their investment in OneStream.
16. 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.).
17. When necessary, be the respectful challenger to set and manage your customer’s expectations.
QUALITIES OF A SUCCESSFUL CANDIDATE
REQUIRED EDUCATION AND EXPERIENCE
18. 2+ years as a Customer Success Manager for a SaaS company.
19. 3+ years building and managing customer relationships
20. 5+ years of professional experience.
21. Proven history of keeping customers focused on their desired business outcomes throughout their initiatives.
22. Conceptual understanding of the following finance processes: Financial Close, Planning, Budgeting, Forecasting, Management Reporting.
PREFERRED EDUCATION AND EXPERIENCE
23. Customer Success Manager within a Corporate Performance Management (CPM) Software vendor
24. Degree in Business, Accounting, Finance, or Information Technology / MIS.
25. Customer and account management experience.
26. Management consulting/technology consulting experience.
27. CPM experience (either as a CSM, a consultant or a corporate employee).
28. Prior experience with any of the following CPM systems is a plus:
29. OneStream
30. Oracle’s EPM suite (HFM, FCCS, PBCS, Planning, Essbase, FDM, etc.)
31. Anaplan
32. SAP Outlooksoft BPC
33. SAP BOFC (Cartesis)
34. IBM Cognos
35. Or other CPM solutions.
PERSONAL ATTRIBUTES
36. Fluent German Speaker
37. Strong English both written and oral.
38. A team player with a bias towards action
39. Excellent interpersonal and communication skills
40. Professional verbal and written communication skills
41. Professional relationship building skills
42. Strong ability to problem-solve in a collaborative environment
43. Strong organizational and planning skills
44. Highly self-motivated and directed
45. Keen attention to detail
46. Proven analytical, evaluative, and problem-solving abilities
47. Exceptional customer service orientation
48. Ability to operate in a demanding environment managing simultaneous priorities
49. Legally authorized to work for any company in the country where this position is located without sponsorship
TRAVEL
50. Travel Requirement: Must be willing and able to travel up to 50% (travel requirements will vary by customer)
WHO WE ARE
OneStream® is an independent software company backed by private equity investors. OneStream provides an intelligent finance platform built to enable confident decision-making and maximize business impact.
OneStream unleashes organizational value by unifying data management, financial close and consolidation, planning, reporting, analytics, and machine learning. We empower Finance and Operations teams with AI-enabled insights to make faster and more intelligent decisions every single day. All in a single, modern CPM platform designed to continually evolve and scale with your organization. To learn more visit .
WHY JOIN THE ONESTREAM TEAM
51. Transparency around corporate structure, salary, and benefits
52. Core value of customer success
53. Variety of project work (not industry specific)
54. Strong culture and camaraderie
55. Multiple training opportunities
OneStream is an Equal Opportunity Employer
#LI-KT1 #LI-Remote