Senior Customer Success Manager (East Region)

OneStream Software

23h•$104,000 - $130,000•Remote

About The Position

OneStream is redefining the future of finance with the ambition to become the Operating System for Modern Finance. Its unified, cloud-based Corporate Performance Management (CPM) platform enables organisations to optimise processes, make data-driven decisions, and achieve exceptional operational efficiency. The Senior Customer Success Manager (SCSM) plays a pivotal role in ensuring that customers achieve their goals and become referenceable success stories. This individual manages a portfolio of customers, supporting them throughout their journey—from onboarding through to ongoing engagement, retention, and growth. Serving as the primary advocate for customers, the Senior CSM is responsible for understanding each organisation’s unique business objectives and helping them maximise the value of their OneStream investment. The role involves building strong relationships with key stakeholders, proactively addressing needs, and delivering tailored solutions to enhance customer satisfaction. Collaboration with the sales team is essential to identify upselling and cross-selling opportunities, thereby unlocking the full potential of OneStream’s capabilities. Success in this role requires a customer-centric mindset, excellent communication and problem-solving skills, and a proven ability to manage complex customer relationships. Prior experience in a Customer Success role is required. This role will manage a portfolio of approximately 30–40 mainly enterprise accounts, with a combined ARR of $5M–$15M across the East Region. East Region Our East Region consists of the following states and districts: Connecticut (CT), Delaware (DE), Maine (ME), Maryland (MD), Massachusetts (MA), New Hampshire (NH), New Jersey (NJ), New York (NY), Pennsylvania (PA), Rhode Island (RI), Vermont (VT), Virginia (VA), Washington, DC (DC), and West Virginia (WV). The successful candidate is expected to reside in one of these locations, as regional proximity strengthens executive relationships through in‑person engagement, enables timely on‑site support during escalations, offers valuable insight into the local enterprise landscape, ensures strong alignment with Regional Sales leadership, and reduces travel requirements to maintain focus on delivering strategic customer outcomes.

Requirements

A minimum of 8 years of professional experience.
At least 5 years of experience in Customer Success Manager position within a SaaS or Technology related company.
Proven experience in 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.

Nice To Haves

Degree in Business, Accounting, Finance, Information Technology or related field.
Corporate Performance Management (CPM) experience
Customer and account management experience.
Management consulting/technology consulting experience.
Prior experience with any of the following CPM Software products: o OneStream o Oracle’s EPM suite (HFM, FCCS, PBCS, Planning, Essbase, FDM, etc.) o SAP BPC (Outlooksoft), SAP BOFC (Cartesis) o IBM Cognos o Anaplan o 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
Must be able to exercise independent judgment and solve problems
High stress tolerance

Responsibilities

Partner with sales and your CSM’s to complete a comprehensive sales transition process
Operate as a seasoned 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
Support your Region CS Director in conducting monthly Region Health Check meetings with the regional sales team
Work with your Regional CS Director to proactively manage the regions portfolio of renewals, expansions, and conversions to SaaS
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
Support Sales in the Customer Account Planning sessions
Understand what your customer’s values in their partnership with OneStream now and in the future
Actively listen to customers and help them understand how they can get the most value from their investment in OneStream
Be a point of escalation for your CSM’s customer requests, issues, and escalations
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 customer expectations, ensuring customer retention creating a life-long customer.
Work with your CSM’s to develop their annual goals
Establish a regular cadence with your CSM’s to listen, mentor and as needed provide coaching