Customer Success Manager - Commercial Accounts (West Region)

OneStream

12d•$95,000 - $123,000•Remote

About The Position

The Customer Success Manager (CSM) helps customers achieve their business goals and maximise the value of their OneStream investment. Acting as a strategic advisor, trusted partner, and primary customer advocate, the CSM guides customers through onboarding, adoption, value realisation, expansion, renewal, and long-term success. The role uses data-driven insights, AI-powered capabilities, and a consultative, human-centred approach to build stakeholder relationships and deliver measurable outcomes that support retention, growth, and advocacy. This is a commercial role serving approximately 80 customers in the West Region through a digital-first, technology-enabled engagement model. The CSM uses customer health insights, proactive outreach, structured success programs and playbooks, lifecycle management, virtual engagement, and digital enablement to deliver customer outcomes at scale. Occasional in-person meetings and travel may occur. Candidates are expected to reside in one of the listed West Region states: Alaska, Arizona, California, Colorado, Hawaii, Idaho, Montana, Nevada, New Mexico, North Dakota, Oregon, South Dakota, Utah, Washington, or Wyoming. The CSM partners with Sales and customer delivery teams, owns customer adoption, expansion, satisfaction, and renewal, manages onboarding and business reviews, identifies risks, and advocates for customer needs across OneStream departments. The role also involves developing platform and Marketplace Solutions knowledge, promoting customer education and regional communities, and keeping management informed about portfolio progress and obstacles.

Requirements

At least 5 years of overall professional experience.
At least 3 years of experience in a Customer Success role at a SaaS technology company.
Demonstrated ability to keep customers focused on achieving desired business outcomes throughout their initiatives.
Proven experience building and managing strong customer relationships.
Conceptual understanding of key finance processes.
Ability to travel as needed.
Must reside in one of the listed West Region states.
Team player with a bias toward action.
Excellent interpersonal and communication skills, including professional verbal and written communication.
Professional relationship-building skills.
Strong collaborative problem-solving, organizational, and planning skills.
Highly self-motivated and directed, with keen attention to detail.
Proven analytical, evaluative, and problem-solving abilities.
Exceptional customer service orientation.
Ability to work in a demanding environment while managing simultaneous priorities.

Nice To Haves

Degree in Business, Accounting, Finance, Information Technology, or a related field.
Experience engaging with senior Finance decision-makers, particularly CFOs, ideally supporting solutions used by the Finance function.
Experience engaging with senior IT stakeholders such as CIOs, CTOs, or CISOs.
Hands-on experience as a Customer Success Manager or in a customer-facing Corporate Performance Management (CPM) role.
Experience in management consulting or technology consulting.
Experience with CPM software such as OneStream, Oracle EPM Suite, SAP BPC (Outlooksoft), SAP BOFC (Cartesis), IBM Cognos, or Anaplan.
Experience managing commercial, mid-market, or growth-stage customer portfolios primarily through digital engagement.
Experience using customer success technologies, data insights, structured programs, segmentation, prioritisation, automation, and repeatable success motions to manage larger portfolios and drive outcomes.

Responsibilities

Partner with Sales to complete a comprehensive sales transition process.
Act as a business partner to customers and their delivery teams by understanding their strategies and plans.
Own and drive customer adoption, expansion, satisfaction, and renewal.
Understand customers’ OneStream contractual agreements, including Cloud/SaaS and term agreements.
Understand customers’ agreements with their delivery teams, including scope, timeline, and staffing.
Manage and execute customer onboarding.
Develop strong working relationships with customers and their delivery teams.
Establish and conduct cadence-based business review meetings.
Identify and mitigate risks to customer satisfaction, growth, or renewal.
Align with Customer Success leadership on regional metrics.
Develop knowledge of OneStream’s Platform and MarketPlace Solutions and share it with customers.
Promote regional OneStream Communities and customer educational events.
Keep management informed of portfolio progress and obstacles.
Understand what customers value in their partnership with OneStream and help them realise value from their investment.
Champion customer requests by collaborating with customers, delivery teams, and OneStream departments, including Customer Support, Cloud, Technical SMEs, and Product Management.
Set and manage customer expectations, respectfully challenging customers when necessary.