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DescriptionSENIOR CUSTOMER SUCCESS MANAGER (WEST REGION)
Location: US, Remote
Employment Type: Full-Time
Compensation: $106,000 - $138,000 (Range applies to US candidates only) + Benefits/Variable Comp/Equity - Range may vary based on experience.
Benefits Offered: Vision, Medical, Life, Dental, 401KABOUT THE JOBOneStream'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 Senior Customer Success Manager (Senior CSM) is at the center of our mission statement to make every customer a reference and success. The Senior CSM will have two primary focuses: 1) managing a portfolio of customers within the geographic region; and 2) coaching, mentoring and/or managing one or more CSM's within your region. The Senior CSM will be responsible for day-to-day customer success activities spanning from customer advocacy to partnering with Sales on customer expansion activities and driving the customer renewal process. The Senior CSM will operate as their customer's 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.
The Senior CSM is an experienced professional who will function as a point of escalation for the CSM's on their team (e.g., customer support escalations, expansion and renewal processes, product concerns, etc.). The Senior CSM will have the following supervisory responsibilities for CSMs on their team: goal setting, coaching, mentoring, and annual performance reviews.
Preference is for a candidate located In a west state that will support our customers in that region.
PRIMARY DUTIES AND RESPONSIBILITIES
Managing your portfolio of customers:
Partner with sales and your CSM's to complete a comprehensive sales transition process
Operate as a seasoned 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
Support your Region CS Director in conducting monthly Region Health Check meetings with the regional sales team
Work with your Regional CS Director to proactively manage the regions portfolio of renewals, expansions, and conversions to SaaS
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
