.ABOUT THE JOBEvery customer must be a reference, one success at a time. This is our mission statement and drives everything we do. We will continually listen to the changing needs of our customers to determine the direction of our platform, service, and support.Our goal is to develop strong partnerships with our customers and make them lifelong OneStream customers. Sales is responsible for acquiring new customers and Customer Success partners with Sales to nurture and grow those customers into lifelong OneStream customers.The Customer Success Manager (CSM) is at the center of our mission statement to make every customer a reference and success.PRIMARY DUTIES AND RESPONSIBILITIES- Managing your portfolio of customers: - Partner with sales to complete a comprehensive sales transition process. - Operate as a 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.- 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.Customer Advocacy- Learn and understand what customers value in their partnership with OneStream.- Actively listen to customers and help them understand how they can get the most value from their investment in OneStream.- 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 your customer's expectations.QUALITIES OF A SUCCESSFUL CANDIDATEREQUIRED EDUCATION AND EXPERIENCE- Customer Success Manager experience within a SaaS Company.- 5+ years of professional experience.- 3+ years building and managing customer relationships.- Proven history of 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.- Fluent in English and (Spanish or Italian)
