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OneStream is building an AI Operating System for Modern Finance, a unified enterprise platform that combines financial and operational data with embedded AI capabilities. The company serves leading global organizations seeking to move beyond traditional Corporate Performance Management (CPM) tools.
The Director, Customer Success EMEA (Southern and Central Europe) is a strategic leadership role responsible for ensuring every customer in the designated regions becomes a reference account and achieves measurable success. This individual leads and develops a high-performing Customer Success organization while overseeing multiple customer portfolios and driving consistent customer outcomes.
Reporting to the Senior Director of Customer Success, this role is accountable for shaping and executing regional customer success strategies to drive adoption, expansion, retention, and long-term satisfaction. The Director serves as a trusted customer advocate and consultative leader, ensuring customers realize meaningful value from their investment across the full lifecycle—from onboarding through ongoing engagement and renewal.
Key responsibilities include:
**Regional Strategy & Execution:** Develop and implement regional customer success strategies aligned with global objectives and local market needs. Drive adoption, expansion, and retention efforts using data-driven insights. Strategize with CS and Sales leadership, deliver actionable QBRs, identify expansion opportunities, and establish senior-level relationships with key customer decision-makers.
**Customer Portfolio Management:** Oversee a diverse portfolio of strategic and complex customer accounts, ensuring high satisfaction and retention. Build and execute comprehensive account plans partnering with internal resources.
**Team Leadership & Development:** Direct, mentor, and develop a team of Senior Managers and Customer Success professionals. Foster a culture of excellence, collaboration, and continuous learning. Coach the team on achieving business goals including maintaining high GRR, increasing NRR, identifying expansions, and driving key performance indicators.
**Risk Management & Advocacy:** Proactively identify and mitigate risks to customer satisfaction, growth, and renewal. Serve as the escalation point for complex situations and advocate for customer needs across internal teams.
**Governance & Process Excellence:** Develop and refine regional governance programs including onboarding, success strategy meetings, and regular business reviews. Ensure execution of key initiatives that help customers realize measurable value.
**Reporting & Insights:** Monitor and report on regional performance against key metrics to senior leadership, providing actionable insights and recommendations for continuous improvement.
**Continuous Improvement:** Lead regional initiatives to enhance team efficiencies, product utilization, and customer outcomes. Promote knowledge sharing and support professional development.
**Cross-Functional Collaboration:** Integrate Sales, Marketing, Professional Services, Education, Partner Alliances, Product, Support, Legal, and Operations to address customer needs. Champion the voice of the customer across all departments.
Travel requirement: Up to 30% depending on customer needs and geography.
**REQUIREMENTS:**
**Required:**
- Bachelor's degree in Business, Finance, Information Systems, or related field (advanced degree may substitute for some professional experience)
- 10+ years in a related function with direct customer advocacy and engagement experience
- Minimum 5 years of experience in Customer Success, Consulting, Account Management, or Sales/Pre-Sales
- Minimum 3 years of experience in a leadership role
- Proven experience managing complex customer portfolios and C-level executive stakeholders
- Extensive background with SaaS applications
- Strong understanding of corporate finance functions including financial close, planning, budgeting, forecasting, and management reporting
**Preferred:**
- Expert knowledge of OneStream platform and offerings
- Prior experience with CPM solutions (OneStream, Oracle, SAP, Anaplan, or other)
- Prior experience in CPM/EPM delivery in complex customer landscapes
- Expert product knowledge combined with strong business or technical expertise
- Understanding of project documentation per OneStream methodology standards
- Demonstrated success in identifying and mapping customer organizational structures and bridging turnover
- Advanced MS Office skills, especially Excel
**Key Skills & Abilities:**
- Strategic thinker with expert networking capabilities
- Leader by example with excellent professional coaching and relationship-building skills
- Strong organizational and planning skills with keen attention to detail
- Deep commitment to customer success and continuous delivery of product value
- Expert in developing cases and roadmaps with customers and aligning strategies to solutions
- Strong verbal, written, and presentation skills adapted to all organizational levels including executives
- Self-starter who thrives in multi-tasking environments and adapts priorities seamlessly
- Deep technical problem-solving skills with ability to rapidly resolve issues
- Deep familiarity with enterprise and cloud software spaces
- Expert in managing customer engagements to completion with high satisfaction levels
