Principal Customer Success Manager (FTC)

PRINCIPAL CUSTOMER SUCCESS MANAGER (EMEA)

 

Location:                           Remote, Germany or Switzerland

Employment Type:         Fixed Term Contract - 8 months

 

Summary

OneStream’s mission statement "Every customer must be a reference and success” drives everything we do. We will continually listen to the changing needs of our customers to determine the direction of our platform, service, and support.

 

Our goal is to develop strong partnerships with our customers and make them “lifelong OneStream customers.”  Sales is responsible for acquiring new customers and Customer Success partners with Sales to nurture and grow those customers into “lifelong OneStream customers.”

 

The Principal Customer Success Manager (Principal CSM) is at the center of our mission statement to make every customer a reference and success.

 

The Principal CSM will have three primary focuses:

1) managing a portfolio of complex customers within the region.

2) coaching, mentoring  one or more CSM’s within your region.

3) supporting / managing the operation metrics. 

 

The Principal CSM will proactively engage with the region’s most complex customers (and their delivery teams) to support their adoption, expansion, and retention. You will establish yourself as a trusted advisor with the customer’s executive team by being an excellent listener and by sharing relevant examples of how other companies have approached similar CPM initiatives. You will partner with your customer and their delivery team to proactively address program issues and risks to minimize the impact to the program. As appropriate, you will bring the full breadth and depth of OneStream’s resources to help your customer be successful.

 

The Principal CSM will share lessons learned and provide mentorship and coaching to the Senior CSM’s and CSM’s in the region. In addition, the Principal CSM will work closely with the CS Region Director to proactively manage their region’s renewals and expansions opportunities. The Principal CSM will also work closely with other OneStream departments (Support, Cloud, Product Management, Partner Alliances, Services, etc.) to identify operational challenges within OneStream and then provide suggestions on how to improve the processes.

 

Primary Duties and Responsibilities

• 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.
• Learn and understand the customers’ business (industry trends, business structure, strategic priorities and initiatives, their CPM roadmap, key stakeholders in business and IT).
• Become a trusted advisor to the customer.
• Responsible and accountable 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).
• Ensure your regional CSM’s execute the customer’s onboarding process.
• Develop strong working relationship with your customer’s leadership team and their delivery team.
• Execute cadence-based “Business Review” meetings with your customers.
• Identify and mitigate risks that threaten your customer’s satisfaction, growth, or renewal
• Align with Customer Success Leadership on regional metrics.
• Support the Region CS Director in conducting monthly Region Health Check meetings with the regional sales team.
• Proactively manage the regions portfolio of renewals, expansions, and conversions to SaaS.
• 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.
• Support Sales in the Customer Account Planning sessions.

 

Customer Advocacy

• Learn and understand what your customer values in their partnership with OneStream now and in the future.
• Actively listen to customers and help them understand how they can get the most value from their investment in OneStream.
• Leverage the full breadth of your OneStream resources to help your customer be successful.
• Champion your customer’s requests by collaborating with the Customer, their delivery team and various OneStream departments (Customer Support, Cloud, Technical