Senior Customer Success Manager; Central Region

At One Stream, we're on a mission to empower every Finance organization and professional to exceed their potential. Our global teams span continents, cultures, and time zones, united by a shared purpose as we build the operating system for modern Finance and help organizations move with greater speed, clarity, and confidence.

That mission comes to life through our people. Behind every innovation, customer success, and milestone are talented people working together to make a difference. That's why we're looking for people who are bold enough to think big, authentic in how they lead and collaborate, curious about what's possible, and committed to delivering results.

Want a closer look before you apply? Explore our Careers site to learn more about our people, culture, and benefits.

The Senior Customer Success Manager (SCSM) plays a pivotal role in ensuring that customers achieve their goals and become referenceable success stories. This individual manages a portfolio of customers, supporting them throughout their journey-from onboarding through to ongoing engagement, retention, and growth. Serving as the primary advocate for customers, the Senior CSM is responsible for understanding each organisation's unique business objectives and helping them maximise the value of their One Stream investment.

The role involves building strong relationships with key stakeholders, proactively addressing needs, and delivering tailored solutions to enhance customer satisfaction. Collaboration with the sales team is essential to identify upselling and cross‑selling opportunities, thereby unlocking the full potential of One Stream's capabilities. Success in this role requires a customer‑centric mindset, excellent communication and problem‑solving skills, and a proven ability to manage complex customer relationships.

Prior experience in a Customer Success role is required. This role will manage a portfolio of approximately 30-35 mainly enterprise accounts, with a combined ARR of $5M-$15M.

Proximity to these Central Region locations is essential to strengthen executive relationships through regular in‑person engagement, ensure timely on‑site support during critical moments, maintain close alignment with Regional Sales leadership, and stay connected to the local enterprise market‑while reducing travel burden and driving greater impact for our 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 One Stream contractual agreements (Cloud/SaaS, Term, etc.).
• Understand customer's contractual agreements with their delivery team whether it is with a Partner or with One Stream 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…