Senior Customer Success Manager (North East States)

Location: Remote, USA 
Employment Type: Full-Time
Compensation: $104,000 -$130,000 (Range applies to US candidates only) + Benefits/Variable Comp/Equity - Range may vary based on experience.
Benefits Offered: Vision, Medical, Life, Dental, 401K

Summary

OneStream 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 OneStream 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 OneStream’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 30–40 mainly enterprise accounts, with a combined ARR of $5M–$15M across the North East Region.

Ideal candidates will bring hands-on experience with Financial Management Software, including tools such as CPM/EPM, ERP, Accounting, Spend Management, Treasury, or Tax and Regulatory Reporting. They should demonstrate a strong ability to collaborate with Finance teams and possess a solid understanding of the priorities within the Office of Finance. The ability to support strategic financial goals is essential.

This role is based in the North East States, with a strong preference for candidates located in: Connecticut (CT), Delaware (DE), Maine (ME), Maryland (MD), Massachusetts (MA), New Hampshire (NH), New Jersey (NJ), New York (NY), Pennsylvania (PA), Rhode Island (RI), Vermont (VT), Virginia (VA), Washington, DC (DC), and West Virginia (WV). Being situated near our enterprise customers in this region helps reduce travel requirements and strengthens client relationships through deeper local market understanding.

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 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 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 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
• Understand what your customer’s values in their partnership with OneStream now an