Director, Customer Success (Central Region)

OneStream Software

2d•Remote

About The Position

The Director, Customer Success is a vital leadership role responsible for ensuring that every customer within their designated region becomes a reference and a success. This role leads and develops a high-performing Customer Success organization while overseeing multiple customer portfolios and driving consistent measurable customer outcomes. Reporting to the Senior Director of Customer Success, the Director, Customer Success is accountable for shaping and executing regional customer success strategies to drive adoption, expansion, retention, and long-term satisfaction. As a trusted customer advocate and consultative leader, this individual ensures customers realize meaningful value from their investment across the full lifecycle, from onboarding through ongoing engagement and renewal. Aligned with the Regional Sales Leader, the Director, Customer Success provides strong people leadership while maintaining deep visibility into customer health and execution. They partner closely with Sales, Marketing, Professional Services, Product, and Support to align efforts, address evolving customer needs, and continuously improve product utilization and operational efficiency. The Director, Customer Success amplifies the voice of the customer and translates insights into actions that strengthen customer outcomes and the overall customer experience, especially during escalated situations involving different internal teams.

Requirements

Bachelor’s degree in Business, Finance, Information Systems, or a related field; an advanced degree may be considered in lieu of professional experience.
10+ 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 3 years of experience in a leadership role.
Proven experience managing complex customer portfolios and C-level executive stakeholders.
Extensive background with SaaS applications.
Strong understanding of corporate finance functions including financial close, planning, budgeting, forecasting, management reporting.

Nice To Haves

Expert knowledge of OneStream platform and offerings.
Prior experience with any CPM solution (OneStream, Oracle, SAP, Anaplan, or other).
Prior experience in CPM/EPM delivery in complex customer landscapes.
Expert product knowledge combined with very strong business or technical expertise is a plus.
Understanding project documentation in accordance with OneStream methodology standards and guidelines is a plus.
Demonstrated success in identifying and mapping customer organizational structures and bridging turnover at any level.
Advanced MS Office skills, especially Excel.

Responsibilities

Lead the development and implementation of regional customer success strategies, ensuring alignment with global objectives and local market needs.
Drive adoption, expansion, and retention efforts, leveraging data-driven insights to optimize outcomes across the region.
Strategize with CS leadership and Sales RVP across assigned region.
Deliver deep and actionable internal QBRs to CS and Sales Leadership.
Demonstrate commercial acumen by identifying and capitalizing on expansion opportunities, advising on incremental revenue, and securing operational commitments that strengthen customer relationships.
Serve as a customer-facing leader, establish and nurture senior and executive-level relationships with key decisionmakers and influencers across the customer base, promoting mutual success and long-term partnership across your region.
Oversee a diverse portfolio of strategic and complex customer accounts, ensuring high satisfaction, reference-ability, and retention.
Build, maintain, and execute comprehensive account plans, partnering with internal resources to deliver value throughout the customer lifecycle.
Direct, mentor, and develop a team of Senior Managers and Customer Success professionals.
Foster a culture of excellence, collaboration, and continuous learning, ensuring the team is equipped to deliver outstanding customer experiences and achieve key performance indicators.
Lead and coach team in achieving business goals including maintaining a high GRR, increasing NRR, identifying expansions, and driving KPIs including day-to-day activities leading to the main goals and utilizing tools to track communication and updates from Customers.
Proactively identify and mitigate risks to customer satisfaction, growth, and renewal.
Serve as the escalation point for complex situations, influencing the teams responsible for resolutions efficiently and advocating for customer needs.
Develop and refine regional governance programs, including onboarding, success strategy meetings, and regular business reviews.
Ensure the execution of key initiatives that help customers realize measurable value from their investment.
Monitor and report on regional performance against key metrics to senior leadership, providing actionable insights and recommendations for continuous improvement.
Lead regional initiatives to enhance team efficiencies, product utilization, and customer outcomes.
Promote knowledge sharing, mentor new hires, and support professional development across the team.
Integrate the functions of Sales, Marketing, Professional Services, Education, Partner Alliances, Product, Support, Legal, and Operations to address customer needs and drive business objectives.
Champion the voice of the customer across all departments and ensure feedback is incorporated into product and service enhancements.