Senior Customer Success Manager (Central Region)

OneStream•Chicago, IL

9d•$114,000 - $148,000

About The Position

The Senior Customer Success Manager (SCSM) manages a portfolio of approximately 30–35 mainly enterprise accounts, with a combined ARR of $5M–$15M. The role supports customers throughout their journey, from onboarding through ongoing engagement, retention, and growth, serving as their primary advocate and helping them achieve business objectives and maximise the value of their OneStream investment. The SCSM builds strong stakeholder relationships, proactively addresses customer needs, and collaborates with Sales to identify opportunities for expansion. The position is based in the Central Region. Candidates should reside in Chicago, Illinois; Wisconsin; or Minneapolis, Minnesota, in that order of preference. Proximity enables regular in-person executive engagement, timely on-site support during critical moments, alignment with Regional Sales leadership, and connection to the local enterprise market. Travel of up to 50% is required, varying by customer. The SCSM also supports and mentors CSMs by helping establish annual goals and holding regular coaching and listening sessions. Success requires prior Customer Success experience, a customer-centric approach, strong communication and problem-solving skills, and the ability to manage complex customer relationships.

Requirements

At least 8 years of professional experience.
At least 5 years of experience as a Customer Success Manager within a SaaS or technology-related company.
Proven experience keeping customers focused on desired business outcomes throughout their initiatives.
Conceptual understanding of Financial Close, Planning, Budgeting, Forecasting, and Management Reporting processes.
Willingness and ability to travel up to 50%, depending on customer needs.
Residence in Chicago, Illinois; Wisconsin; or Minneapolis, Minnesota, in order of preference.
Legally authorized to work for any company in the country where the position is located without sponsorship.
Ability to work as a team player with a bias toward action.
Excellent interpersonal, professional verbal, and written communication skills.
Professional relationship-building skills.
Strong collaborative problem-solving, organizational, and planning skills.
High self-motivation and attention to detail.
Proven analytical, evaluative, and problem-solving abilities.
Exceptional customer service orientation.
Ability to exercise independent judgment and solve problems.
High stress tolerance.

Nice To Haves

Degree in Business, Accounting, Finance, Information Technology, or a related field.
Corporate Performance Management (CPM) experience.
Customer and account management experience.
Management consulting or technology consulting experience.
Experience with CPM software such as OneStream; Oracle EPM products (HFM, FCCS, PBCS, Planning, Essbase, FDM, etc.); SAP BPC (Outlooksoft); SAP BOFC (Cartesis); IBM Cognos; Anaplan; or other CPM solutions.

Responsibilities

Partner with Sales and CSMs to complete a comprehensive sales transition process.
Serve as a seasoned business partner to customers and their delivery teams by understanding customer strategy 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 execute a cadence of business review meetings with customers.
Support the Regional CS Director in monthly regional health-check meetings with the regional Sales team.
Work with the Regional CS Director to proactively manage regional renewals, expansions, and conversions to SaaS.
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 education events.
Keep management informed about portfolio progress and obstacles.
Support Sales in customer account-planning sessions.
Understand customers’ values in their current and future partnership with OneStream.
Listen actively and help customers understand how to get the most value from their OneStream investment.
Serve as an escalation point for CSMs’ customer requests, issues, and escalations.
Champion customer requests by collaborating with customers, delivery teams, and OneStream departments such as Customer Support, Cloud, technical SMEs, and Product Management.
Set and manage customer expectations when necessary to support retention and long-term customer relationships.
Work with CSMs to develop their annual goals.
Establish a regular cadence with CSMs to listen, mentor, and provide coaching as needed.