Customer Success Manager; Florida, South Carolina, North Carolina, Tennessee

Description

CUSTOMER SUCCESS MANAGER (Florida, South Carolina, North Carolina, Tennessee)

Location:

Remote, Florida, USA

Employment Type:

Full-Time

Compensation: $105,000 - $120,000 (Range applies to US candidates only) + Benefits/Variable Comp/Equity - Range may vary based on experience.

Benefits Offered:
Vision, Medical, Life, Dental, 401K

Summary

At One Stream we are redefining the future of finance with the goal of becoming the Operating System for Modern Finance. Our unified, cloud-based Corporate Performance Management (CPM) platform empowers organizations to optimize processes, make data-driven decisions, and achieve unparalleled operational excellence.

As a Customer Success Manager (CSM), you will play an Integral role in our mission to ensure every customer achieves their goals and becomes a referenceable success, you will oversee a portfolio of customers guiding them through their entire journey-from initial onboarding to sustained engagement, retention, and growth.

In this role, the CSM will act as the primary advocate for your customers, understanding their unique business objectives and helping them realize maximum value from their One Stream investment. You will build deep relationships with key stakeholders, proactively address their needs, and deliver tailored solutions to drive customer satisfaction and success. The CSM will collaborate with the sales team to identify upselling and cross-selling opportunities, helping customers unlock the full value of One Stream's capabilities.

By fostering trust and delivering results, you'll drive customer adoption and support their long-term goals. This role requires a customer-centric mindset, strong communication and problem-solving skills, and a proven ability to manage complex customer relationships. Prior experience in Customer Success, Account Management, or a related field is essential.

The CSM will manage a customer portfolio across One Stream's Southern Region / South States.

To support regional alignment, preference will be given to candidates located in Florida, South Carolina, North Carolina, or Tennessee. (Georgia-based candidates may also be evaluated)

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 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.
• 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 One Stream's Platform and Market Place Solutions and share that knowledge with customers.
• Promote awareness of Regional One Stream 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 One Stream.
• Actively listen to customers and help them understand how they can get the most value from their investment in One Stream.
• Champion your customer's requests by collaborating with the Customer, their delivery team and various One Stream 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

• Customer Success Manager for a SaaS company.
• 3+ years building and managing customer relationships
• 5+ years of professional experience.
• Proven history of keeping customers focused on their desired business outcomes throughout their initiatives.
• Conceptual understanding of the following finance processes:
  Financial Close, Planning, Budgeting, Forecasting, Management Reporting.

Preferred Education and Experience

• Degree in Business, Accounting, Finance, or Information Technology / MIS.
• Customer and account management experience.
• Management consulting/technology consulting experience.
• CPM experience (either as a CSM, a consultant or a corporate employee).
• Prior experience with any of the following CPM systems is a plus:
• One Stream
• Oracle's EPM suite (HFM, FCCS, PBCS, Planning, Essbase, FDM, etc.)
• Anaplan
• SAP Outlook soft BPC
• SAP BOFC (Cartesis)
• IBM Cognos
• Or 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…