Customer Success Manager - Commercial Accounts (West Region)

Summary

As a Customer Success Manager (CSM), you will play a critical role in helping customers achieve their business goals and maximise the value of their OneStream investment. Acting as a strategic advisor, trusted partner, and primary customer advocate, you will guide customers throughout their journey and beyond, from onboarding and adoption to value realisation, expansion, renewal, and long-term success. By leveraging data-driven insights, AI-powered capabilities, and a consultative, human-centred approach, you will build strong relationships with key stakeholders, understand their unique objectives, and deliver measurable business outcomes that drive retention, growth, and advocacy. Working cross-functionally to unlock the full value of OneStream's capabilities, you will ensure customers not only realise lasting value from their investment but become enthusiastic champions, advocates, and references for our platform.

This is a Commercial Customer Success Manager role operating within a digital-first, technology-enabled engagement model. You'll manage a broad portfolio of customers, (approx. 80) leveraging data-driven insights, AI-powered capabilities, structured success programs, and proactive outreach to drive adoption, value realisation, retention, growth, and advocacy at scale.

Success in this role comes from delivering meaningful customer outcomes through a combination of technology, insight, and trusted customer partnership. While relationships remain central to the role, engagement is primarily delivered through scalable customer success motions, including:

• Data-driven customer health and proactive outreach
• Structured success programs, playbooks, and lifecycle management
• Virtual engagement, digital enablement, and value-driven customer interactions

Occasional in-person meetings may occur, but this role is designed for professionals who thrive in a digital-first environment and enjoy driving customer success across a larger portfolio through efficient, scalable, and repeatable engagement models.

Successful candidates typically bring experience such as:

• Managing commercial, mid-market, or growth-stage customer portfolios through predominantly digital engagement models
• Leveraging customer success technologies, data insights, and structured programs to drive customer outcomes at scale
• Managing larger books of business while balancing customer experience, operational efficiency, and business results
• Working in environments focused on segmentation, prioritisation, automation, and repeatable success motions
• Driving customer adoption, retention, expansion, and advocacy through virtual and technology-enabled engagement

This role is best suited to customer success professionals who enjoy combining strategic customer partnership with scalable, technology-enabled engagement to deliver measurable outcomes across a diverse customer portfolio.

West Region

Our West Region consists of the following states: Alaska (AK), Arizona (AZ), California (CA), Colorado (CO), Hawaii (HI), Idaho (ID), Montana (MT), Nevada (NV), New Mexico (NM), North Dakota (ND), Oregon (OR), South Dakota (SD), Utah (UT), Washington (WA), and Wyoming (WY). The successful candidate is expected to reside in one of these states, as regional proximity enables stronger executive relationships through face‑to‑face engagement, supports rapid on‑site response during critical escalations, provides insight into the regional enterprise landscape, ensures close partnership with Regional Sales leadership, and limits travel overhead to remain focused on achieving strategic customer outcomes.

Primary Duties and Responsibilities

Managing your portfolio of customers
• Partner with sales to complete a comprehensive sales transition process.
• Operate as a 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 relationships with your customers and their delivery team.
• Establish and execute cadence-based “Business Review” meetings with your customer.
• 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.

Customer Advocacy
• Learn and understand what customers value in their partnership with OneStream.
• Actively listen to customers and help them understand how they can get the most value from their investment in OneStream.
• Champion your customer’s requests by collaborating with the Customer, their delivery team and various OneStream departments (Customer Support, Cloud, Technical SME’s, Product Mgmt. etc.).
• When necessary, be the respectful challenger to set and manage your customer’s expectations.

Required Education and Experience

• Professional Experience: Minimum of 5 years overall.
• Customer Success Expertise: At least 3 years in a Customer Success role within a SaaS technology company,
• Customer Outcome Management: Demonstrated ability to keep customers focused on achieving their desired business outcomes throughout their initiatives.
• Relationship Management: Proven experience in building and managing strong customer relationships.
• Finance Process Knowledge: Conceptual understanding of key finance processes

Preferred Education and Experience

• Education: Degree in Business, Accounting, Finance, Information Technology, or a related field.
• Relationship Management: Proven experience in building and managing strong customer relationships.
• Customer Success experience engaging with senior Finance decision-makers, particularly CFOs, ideally supporting solutions used by the Finance function ; experience engaging with senior IT stakeholders such as CIOs, CTOs or CISOs would also be relevant.
• Corporate Performance Management (CPM): Hands-on experience as a Customer Success Manager or in a customer facing position.
• Consulting Background: Experience in management consulting or technology consulting.
• CPM Software Expertise: Prior experience with one or more of the following: OneStream, Oracle EPM Suite (HFM, FCCS, PBCS, Planning, Essbase, FDM, etc.), SAP BPC (Outlooksoft), SAP BOFC (Cartesis),IBM Cognos, Anaplan Other CPM solutions

Knowledge, Skills, and Abilities
• A team player with a bias towards action.
• Excellent interpersonal and communication skills.
• Professional verbal and written communication skills.
• Professional relationship building skills.
• Strong ability to problem-solve in a collaborative environment.
• Strong organizational and planning skills.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical, evaluative, and problem-solving abilities.
• Exceptional customer service orientation.
• Ability to operate in a demanding environment managing simultaneous priorities.

Travel

Travel Requirement: Ability to travel as needed. Customer engagement is primarily delivered through digital and virtual channels, with occasional in-person customer, company, and industry events.

Benefits at OneStream  
OneStream employees are passionate, hardworking individuals who go above and beyond to keep our customers happy and follow through on our mission statement. They consistently deliver the best and in turn, we make every effort to keep them cared for and happy. A sample of the benefits we provide are:

• Excellent Medical Plan
• Dental & Vision Insurance
• Life Insurance
• Short & Long Term Disability
• Vacation Time
• Paid Holidays
• Professional Development
• Retirement Plan

Why Join The OneStream Team
• Transparency around corporate structure, salary, and benefits
• Core value of customer success
• Variety of project work (not industry-specific)
• Strong culture and camaraderie
• Multiple training opportunities


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