Senior Customer Success Manager (Georgia)

OneStream

8d•$114,000 - $148,000•Remote

About The Position

The Senior Customer Success Manager manages a portfolio of approximately 30–35 mainly enterprise customers with a combined ARR of $5M–$15M. The role supports customers and sales partners across Georgia, with a preference for Atlanta, and the successful candidate must be based within the region. Regional proximity supports customer and executive engagement, understanding the local commercial landscape, alignment with Commercial Sales teams, and sustained delivery of scalable customer success outcomes. The Senior Customer Success Manager serves as the primary customer advocate and business partner, helping customers achieve their objectives and maximize the value of their OneStream investment throughout onboarding, ongoing engagement, retention, and growth. The role owns customer adoption, expansion, satisfaction, and renewal; builds relationships with customer stakeholders and delivery teams; identifies and mitigates risks; and collaborates with Sales on account planning and growth opportunities. The position also supports and mentors CSMs, helps develop their annual goals, and provides coaching. The successful candidate will have at least eight years of professional experience, including at least five years in a Customer Success Manager position at a SaaS or technology-related company. The role requires travel of up to 50%, depending on customer needs.

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 finance processes, including Financial Close, Planning, Budgeting, Forecasting, and Management Reporting.
Team player with a bias toward 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 exercise independent judgment and solve problems.
High stress tolerance.
Must be willing and able to travel up to 50%.
Must be legally authorized to work in the country where the position is located without sponsorship.
Must be based in the Georgia region.

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.
Prior experience with OneStream.
Prior experience with Oracle EPM products, such as HFM, FCCS, PBCS, Planning, Essbase, or FDM.
Prior experience with SAP BPC (Outlooksoft) or SAP BOFC (Cartesis).
Prior experience with IBM Cognos.
Prior experience with 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 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.
Build strong working relationships with customers and their delivery teams.
Establish and conduct cadence-based business review meetings with customers.
Support the Region CS Director in monthly regional health check meetings with the regional sales team.
Work with the Regional CS Director to manage regional renewals, expansions, and conversions to SaaS proactively.
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 that knowledge with customers.
Promote awareness of regional OneStream communities and customer educational events.
Keep management informed about portfolio progress and obstacles.
Support Sales in customer account planning sessions.
Understand customers’ values and priorities in their partnership with OneStream.
Listen to customers and help them understand how to maximize 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 regular check-ins with CSMs to listen, mentor, and provide coaching as needed.
Travel up to 50%, with requirements varying by customer.