OneStream Software

Senior Customer Success Manager

OneStream Software

full-time

Posted on:

Location Type: Remote

Location: Italy

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Job Level

Senior

Tech Stack

Oracle

About the role

  • Manage overall relationships with assigned customers, ensuring adoption, retention, and renewals.
  • Develop multi-purpose relationships throughout customer organizations.
  • Develop and execute Customer Success Plans to establish critical goals and help customers achieve their business objectives and strategic goals.
  • Measure and monitor customers’ progress against key performance indicators, reporting internally and to customer stakeholders.
  • Facilitate regular meetings (weekly/monthly/quarterly/bi-annually/annually) with customers to review program statuses following the right governance at different stakeholder levels.
  • Own and drive strategic engagements with decision makers during regular business reviews.
  • Serve as a trusted advisor to customers, driving continued value from our products and services.
  • Collaborate with internal teams (Account Management, Professional Services, Education, SME) to identify opportunities for further adoption of our solutions.
  • Identify and develop expansion opportunities within existing accounts.
  • Develop a strong internal network across the entire internal ecosystem.
  • Advocate for customer needs across departments and manage resolutions for escalated concerns.
  • Identify risks within accounts and take proactive measures to manage or resolve them efficiently.
  • Drive customers to take part in user groups and regional customer events.
  • Drive Customers to build staff training and develop a center of excellence.
  • Ensure customers achieve continuous ROI by consulting on workflows and aligning outcomes with business goals.
  • Gain and maintain sound knowledge in the OneStream platform and future product offerings.
  • Mentor newer members of team.
  • Collaborate with Customer Success colleagues across your region.
  • Utilize customer management tools to track communication, issues, and metrics.

Requirements

  • Minimum of a Bachelor’s degree; an advanced degree may be considered in lieu of professional experience.
  • 8+ 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.
  • Prior experience in dealing with complex customers.
  • Understanding of corporate finance functions including financial close, planning, budgeting, forecasting, management reporting is preferred.
  • Understanding of project documentation in accordance with OneStream methodology standards and guidelines is preferred.
  • Prior experience in SaaS applications is preferred.
  • Prior experience with any CPM solution (OneStream, Oracle, SAP, Anaplan, or other) is preferred.
  • Prior experience in delivery in complex customer landscapes is a plus.
Benefits
  • Transparency around corporate structure, salary, and benefits
  • Core value of customer success
  • Variety of project work (not industry-specific)
  • Strong culture and camaraderie
  • Multiple training opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessConsultingAccount ManagementSalesSaaS applicationsCPM solutionsOneStreamOracleSAPAnaplan
Soft Skills
relationship managementcommunicationstrategic engagementproblem-solvingmentoringcollaborationadvocacyrisk managementorganizational skillscustomer advocacy