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OneStream is redefining finance with a unified, cloud-based Corporate Performance Management (CPM) platform that helps organizations optimize processes, make data-driven decisions, and achieve operational efficiency.
The Senior Customer Success Manager (SCSM) plays a pivotal role in ensuring customers achieve their goals and become referenceable success stories. You will manage a portfolio of approximately 30–35 primarily enterprise accounts with combined ARR of $5M–$15M, serving customers across Georgia with a preference for Atlanta-based presence.
As the primary advocate for your customers, you will be responsible for understanding each organization's unique business objectives and helping them maximize the value of their OneStream investment. Key responsibilities include:
**Portfolio Management:**
- Partner with sales and CSM teams to complete comprehensive sales transition processes
- Operate as a seasoned business partner, understanding customer strategy and plans
- Drive customer adoption, expansion, satisfaction, and renewal
- Manage and execute customer onboarding processes
- Establish and execute cadence-based Business Review meetings
- Proactively manage portfolio of renewals, expansions, and SaaS conversions
- Identify and mitigate risks threatening customer satisfaction, growth, or renewal
- Support Sales in Customer Account Planning sessions
**Customer Advocacy:**
- Actively listen to customers and help them maximize value from their OneStream investment
- Serve as escalation point for customer requests, issues, and escalations
- Champion customer requests by collaborating across OneStream departments
- Set and manage customer expectations to ensure retention
**Team Leadership:**
- Develop annual goals with CSMs
- Establish regular cadence to listen, mentor, and provide coaching
You will be based within the Georgia region to enable meaningful executive engagement, understand the regional commercial landscape, strengthen alignment with sales teams, and maintain focus on scalable customer success outcomes. Travel requirement: up to 50% (varies by customer).
**Requirements:**
- Minimum 8 years of professional experience
- At least 5 years as a Customer Success Manager in a SaaS or technology company
- Proven experience keeping customers focused on desired business outcomes throughout initiatives
- Conceptual understanding of finance processes: Financial Close, Planning, Budgeting, Forecasting, Management Reporting
**Preferred Qualifications:**
- Degree in Business, Accounting, Finance, Information Technology, or related field
- Corporate Performance Management (CPM) experience
- Customer and account management experience
- Management consulting/technology consulting background
- Prior experience with CPM software: OneStream, Oracle EPM suite (HFM, FCCS, PBCS, Planning, Essbase, FDM), SAP BPC, SAP BOFC, IBM Cognos, Anaplan, or other CPM solutions
**Skills & Abilities:**
- Team player with bias toward action
- Excellent interpersonal and communication skills (verbal and written)
- Strong relationship-building capabilities
- Collaborative problem-solving ability
- Strong organizational and planning skills
- Self-motivated and independent
- Keen attention to detail
- Proven analytical and evaluative abilities
- Exceptional customer service orientation
- High stress tolerance
