OneStream's mission statement drives everything we do. We 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 acquires new customers and Customer Success partners with Sales to nurture and grow those customers into lifelong OneStream customers.
The Principal Customer Success Manager (Principal CSM) is at the center of our mission statement to make every customer a reference and success.
The Principal CSM has three primary focuses:
1. Managing a portfolio of complex customers within the region.
2. Coaching and mentoring one or more CSMs within your region.
3. Supporting and managing operation metrics
The Principal CSM proactively engages with the region's most complex customers (and their delivery teams) to support adoption, expansion, and retention. You will establish yourself as a trusted advisor with the customer's executive team by being an excellent listener and sharing relevant examples of how other companies approached similar initiatives.
You will partner with your customer and their delivery team to address program issues and risks, minimizing impact to the program. As needed, you will bring OneStream's full resources to help your customer succeed.
The Principal CSM shares lessons learned and provides mentorship to Senior CSMs and CSMs in the region. They work closely with the CS Region Director to manage renewals and expansions opportunities. The Principal CSM also collaborates with other OneStream departments (Support, Cloud, Product Management, etc.) to identify operational challenges and suggest improvements.
Primary Duties and Responsibilities
* Partner with Sales and CSMs to complete a comprehensive sales transition process.
* Operate as a seasoned business partner to your customer and their delivery team, knowing their strategy and plan.
* Learn and understand the customer's business (industry trends, business structure, strategic priorities, etc.).
* Become a trusted advisor to the customer.
* Drive customer adoption, expansion, satisfaction, and renewal.
* Understand the customer's contractual agreements with OneStream and their delivery team.
* Ensure regional CSMs execute the customer's onboarding process.
* Develop strong working relationships with the customer's leadership team and delivery team.
* Execute regular Business Review meetings with customers.
* Identify and mitigate risks threatening customer satisfaction, growth, or renewal.
* Align with Customer Success Leadership on regional metrics.
* Support the Region CS Director in conducting monthly Region Health Check meetings with the sales team.
* Proactively manage the regions' portfolio of renewals, expansions, and conversions to SaaS.
* Develop knowledge of OneStream's Platform and MarketPlace Solutions, sharing that with customers.
* Promote awareness of Regional OneStream Communities and customer educational events.
* Maintain management informed about progress and obstacles on the customer portfolio.
* Support Sales in Customer Account Planning sessions.
CUSTOMER ADVOCACY
* Learn what your customer values in their partnership with OneStream now and in the future.
* Actively listen to customers and help them get the most value from their investment in OneStream.
* Leverage OneStream resources to help your customer succeed.
* Champion your customer's requests, collaborating with the Customer, delivery team, and various OneStream departments.
* Set and manage customer expectations, ensuring customer retention.
REQUIRED EDUCATION AND EXPERIENCE
* 10+ years of professional experience.
* 5+ years as a Customer Success Manager in Enterprise and/or SaaS vendors.
* 5+ years building and managing customer relationships.
* Customer and account management experience.
* A proven history of keeping customers focused on desired business outcomes throughout initiatives.
PREFERRED EDUCATION AND EXPERIENCE
* Fluent in both German and English.
* Degree in Business, Accounting, Finance, or Information Technology/MIS.
* Management Consulting/Technology Consulting experience.
* Experience working with finance processes: Financial Close, Planning, Budgeting, Forecasting, and Management Reporting.
* Prior experience with CPM systems: OneStream, Oracle's EPM suite, Anaplan, SAP Outlooksoft BPC, SAP BOFC, IBM Cognos, or other solutions.
TRAVEL
* Must be willing and able to travel up to 50%.
PERSONAL ATTRIBUTES
* A team player with a bias towards action.
* Excellent interpersonal and communication skills.
* Exceptional customer service orientation.
* Professional verbal and written communication skills.
* Professional relationship building skills.
* Problem-solving ability in a collaborative environment.
* Executive presence (ability to interact with customer executives).
* Strong organizational and planning skills.
* Highly self-motivated and directed.
* Keen attention to detail.
* Comfortable in high-stress situations.
WHO WE ARE
OneStream empowers Finance teams to go beyond reporting and steer the business to the future. It unifies financial and operational data, embeds AI for better decisions, and empowers the CFO to drive business strategy and execution.
WHY JOIN THE ONESTREAM TEAM
* Transparency around corporate structure, salary, and benefits.
* Customer success core value.
* Variety of project work.
* Strong culture and camaraderie.
* Multiple training opportunities.
OneStream is an Equal Opportunity Employer. All candidates must be legally authorized to work without sponsorship.