Senior Customer Success Manager; Central Region

Position: Senior Customer Success Manager (Central Region)
Location: Bristol

SENIOR CUSTOMER SUCCESS MANAGER (Central Region)

Location:

Remote, Illinois, USA

Employment Type:

Full-Time

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

Gross annual base salary: USD - 114, (Additional variable compensation and benefits may apply. Total compensation is based on experience, skills, and location using objective, job-related criteria)

Summary

One Stream is redefining the future of finance with the ambition to become the Operating System for Modern Finance. Its unified, cloud-based Corporate Performance Management (CPM) platform enables organisations to optimise processes, make data-driven decisions, and achieve exceptional operational efficiency.

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.

To be successful in this role, candidates will reside in one of the following locations (in order of preference):
Chicago, IL;
Wisconsin (WI); or Minneapolis, MN.

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.

Primary Duties and Responsibilities

Managing your portfolio of 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 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

* Support Sales in the Customer Account Planning sessions

Customer Advocacy

* Understand what your customer's values in their partnership with One Stream now and in the future

* Actively listen to customers and help them understand how they can get the most value from their investment in One Stream

* Be a point of escalation for your CSM's customer requests, issues, and escalations

* 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 customer expectations, ensuring customer retention creating a life-long customer.

Supervisor Responsibilities

* Work with your CSM's to develop their annual goals

* Establish a regular cadence with your CSM's to listen, mentor and as needed provide coaching

Required

Education and Experience

* A minimum of 8 years of professional experience.

* At least 5 years of experience in Customer Success Manager position within a SaaS or…