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 is responsible for acquiring new customers and Customer Success partners with Sales to nurture and grow those customers into lifelong OneStream customers.
Principal Customer Success Manager (Principal CSM)
The Principal CSM is at the center of our mission statement to make every customer a reference and success.
The Principal CSM will have three primary focuses:
* Managing a portfolio of complex customers within the region.
* Coaching and mentoring one or more CSMs within your region.
* Supporting and managing operation metrics.
The Principal CSM will proactively engage 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 CPM initiatives.
You will partner with your customer and their delivery team to proactively address program issues and risks to minimize impact. As appropriate, you will bring the full breadth and depth of OneStream's resources to help your customer be successful.
Primary Duties and Responsibilities
* Partner with sales and CSMs to complete comprehensive sales transition process.
* Operate as a seasoned business partner to your customer and their delivery team by knowing their strategy and plan.
* Learn and understand the customers' business, including industry trends, business structure, strategic priorities and initiatives, CPM roadmap, key stakeholders in business and IT.
* Become a trusted advisor to the customer.
* Responsible and accountable for driving customer adoption, expansion, satisfaction, and renewal.
* Understand customer contractual agreements with OneStream and their delivery team.
* Ensure regional CSMs execute customer onboarding process.
* Develop strong working relationships with customer leadership team and delivery team.
* Execute cadence-based 'Business Review' meetings with customers.
* Identify and mitigate risks threatening customer satisfaction, growth, or renewal.
* Align with Customer Success Leadership on regional metrics.
* Support Region CS Director in conducting monthly Region Health Check meetings with regional sales team.
* Proactively manage regions portfolio of renewals, expansions, and conversions to SaaS.
* Develop and grow 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 customer portfolio.
* Support Sales in Customer Account Planning sessions.
CUSTOMER ADVOCACY
* Learn and understand what customers value in partnership with OneStream now and in the future.
* Actively listen to customers and help them understand how to get most value from OneStream investment.
* Leverage full breadth of OneStream resources to help customers be successful.
* Champion customer requests by collaborating with customer, delivery team, and various OneStream departments.
* Be respectful challenger to set and manage customer expectations, ensuring customer retention creating life-long customer.
Required Education and Experience
* 10+ years professional experience.
* 5+ years as Customer Success Manager in Enterprise and/or SaaS vendor.
* 5+ years building and managing customer relationships.
* Customer and account management experience.
* 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 any of the following CPM systems: OneStream, Oracle's EPM suite, Anaplan, SAP Outlooksoft BPC, SAP BOFC, IBM Cognos, or other CPM solutions.
TRAVEL
* Travel Requirement: Must be willing and able to travel up to 50%.
PERSONAL ATTRIBUTES
* A team player with bias towards action.
* Excellent interpersonal and communication skills.
* Exceptional customer service orientation.
* Professional verbal and written communication skills.
* Professional relationship building skills.
* Excellent ability to problem-solve in collaborative environment.
* Excellent executive presence.
* Strong organizational and planning skills.
* Highly self-motivated and directed.
* Keen attention to detail.
* Comfortable working in high-stress situations.
WHO WE ARE
OneStream is how today's Finance teams can go beyond just reporting on the past and Take Finance Further by steering the business to the future. It's the only enterprise finance platform unifying financial and operational data, embedding AI for better decisions and productivity, and empowering CFO to become critical driver of business strategy and execution.
Our vision is to be operating system for modern finance, digitizing core financial functions and empowering CFO to become critical driver of business strategy.
WHY JOIN THE ONESTREAM TEAM
* Transparency around corporate structure, salary, and benefits.
* Core value of customer success.
* Variety of project work.
* Strong culture and camaraderie.
* Multiple training opportunities.