Customer Success Manager (Commercial Accounts - South Region)

OneStream•Big Rapids, MI

19h•$90,500 - $113,250•Remote

About The Position

At OneStream , we are redefining the future of finance with the goal of becoming the Operating System for Modern Finance . Our unified, cloudâbased Corporate Performance Management (CPM) platform enables organizations to streamline processes, make dataâdriven decisions, and achieve operational excellence. As a Customer Success Manager (CSM) , you will play a critical role in ensuring customers achieve measurable outcomes and become longâterm, referenceable partners. You will manage a portfolio of customers across their full lifecycle—from onboarding and adoption through retention and growth—helping them realize maximum value from their OneStream investment. 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 is essential. This position is a Commercial Customer Success Manager role built around a primarily digital engagement model . You will support a higherâvolume portfolio using scaled, technologyâenabled customer success motions , rather than a traditional, highâtouch, inâperson enterprise model. Customer relationships remain collaborative and outcomesâfocused, but engagement is predominantly delivered through: Dataâdriven and healthâbased outreach Structured programs and playbooks Virtual touchpoints and digital enablement Occasional inâperson engagement may occur, but this role is not designed around frequent onâsite or fieldâbased account management . Experience That Aligns Well With This Role Successful candidates typically bring experience such as: Managing commercial or midâmarket customers through primarily digital channels Supporting larger books of business using programs, playbooks, and scaled success motions Working in environments focused on efficiency, segmentation, and repeatable outcomes Backgrounds focused exclusively on highâtouch, whiteâglove, onâsite enterprise CSM models may find this role less aligned with their prior experience, given its emphasis on scale and digital engagement. Regional Focus: South Region (U.S.) This role supports customers and sales partners across OneStream’s South Region , which includes: Alabama (AL), Arkansas (AR), Florida (FL), Georgia (GA), Louisiana (LA), Mississippi (MS), North Carolina (NC), Oklahoma (OK), South Carolina (SC), Tennessee (TN), and Texas (TX) Candidates are expected to be based within this region , as regional proximity helps to: Enable meaningful executive and customer engagement when needed Support strong understanding of the regional commercial landscape Strengthen alignment with Commercial Sales teams Maintain sustained focus on delivering scalable customer success outcomes across the region

Requirements

Customer Success Manager for a SaaS company.
3+ years building and managing customer relationships
5+ years of professional experience.
Proven history of 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.
Legally authorized to work for any company in the country where this position is located without sponsorship
Must be willing and able to travel up to 50% (travel requirements will vary by customer)

Nice To Haves

Degree in Business, Accounting, Finance, or Information Technology / MIS.
Customer and account management experience.
Management consulting/technology consulting experience.
CPM experience (either as a CSM, a consultant or a corporate employee).
Prior experience with any of the following CPM systems is a plus: OneStream Oracle’s EPM suite (HFM, FCCS, PBCS, Planning, Essbase, FDM, etc.) Anaplan SAP Outlooksoft BPC SAP BOFC (Cartesis) IBM Cognos Or other CPM solutions.
A team player with a bias towards action
Excellent interpersonal and communication skills
Professional verbal and written communication skills
Professional relationship building skills
Strong ability to problem-solve in a collaborative environment
Strong organizational and planning skills
Highly self-motivated and directed
Keen attention to detail
Proven analytical, evaluative, and problem-solving abilities
Exceptional customer service orientation
Ability to operate in a demanding environment managing simultaneous priorities

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.