Customer Success Manager

2 weeks ago

Toronto, Canada OneStream Full time

**Customer Success Manager**

Benefits Offered **Vision, Medical, Life, Dental, 401K**
Compensation **$105,000.00 - $120,000.00, equity at 50**th**+ percentile of market**
Employment Type **Full-Time**

**Job Summary**

OneStream’s mission statement "Every customer must be a reference and success” 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.

OneStream recently rolled out a new Customer Success operating model. The foundational change was to align Customer Success with our Sales organization - both from a geographical alignment and from customer management perspective. 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. In this role, the CSM will manage a portfolio of customers within their geographic region. The CSM will be responsible for day-to-day customer success activities spanning from the initial onboarding to continued proactive engagement and driving retention. The CSM will operate as the customers primary advocate within OneStream. Over time, the CSM is expected to understand their customers desired business outcomes and help the customer maximize the value they get from their investment in OneStream.

**Essential Duties & 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 CANDIDATE**

**Formal Education and Certification**
- Four-year college degree in fields such as (but not limited to) Accounting, Business, Finance, Information Systems, or CIS, or equivalent work experience

**Knowledge and Experience**
- 5+ years of professional experience
- 3+ years building and managing customer relationships
- Spanish Speaking preferred
- Customer and account management experience preferred but not required
- Proven history of keeping customers focused on their desired business outcomes throughout their initiatives
- CPM experience preferred (either as a CSM, a consultant or as a corporate employee)
- Management consulting / technology consulting experience preferred but not required
- Conceptual understanding of the following finance processes: Financial Close, Planning, Budgeting, Forecasting, Management Reporting
- Prior experience with any of the following CPM systems is a plus:

- OneStream
- Oracle's EPM Suite (HFM, FCCS, PBCS, Essbase, FDM, etc.)
- Anaplan
- SAP Outlooksoft BPC
- SAP BOFC (Cartesis)
- IBM Cognos
- Or other CPM Solutions

**Personal Attributes**
- Ethical
- Credible
- Competitive
- Professional
- Diligent
- Self-starter who is results driven
- Ability to manage multiple tasks and responsibilities
- Detail-oriented
- Strong presentation skills
- Highly professional and approachable demeanor
- Flexible and adaptable
- Works well in team environment
- Willing and able to travel
- Comfortable communicating with all levels of management.
- Legally authorized to work for any company in th

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