Customer Success Manager (France)

CUSTOMER SUCCESS MANAGER (EMEA) – France

Location:                              Remote, France

Employment Type:             Full-Time

 

ABOUT THE JOB

"Every customer must be a reference, one success at a time” This is our mission statement and 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 Customer Success Manager (CSM) is at the center of our mission statement to make every customer a reference and success. The CSM will be responsible for day-to-day customer success activities spanning from the initial onboarding to continued proactive engagement and driving retention. The CSM will operate as the customers primary advocate within OneStream. Over time, the CSM is expected to understand their customers desired business outcomes and help the customer maximize the value they get from their investment in OneStream.

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 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.
• 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.

 

Customer Advocacy

• Learn and understand what customers value in their partnership with OneStream.
• Actively listen to customers and help them understand how they can get the most value from their investment in OneStream.
• Champion your customer’s requests by collaborating with the Customer, their delivery team and various OneStream departments (Customer Support, Cloud, Technical SME’s, Product Mgmt. etc.).
• When necessary, be the respectful challenger to set and manage your customer’s expectations.

 

QUALITIES OF A SUCCESSFUL CANDIDATE

 REQUIRED EDUCATION AND EXPERIENCE

• 3+ years experience  as a Customer Success Manager or Account Manager within an Enterprise SaaS Company 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.
• Fluent French and English. 

 

PREFERRED EDUCATION AND EXPERIENCE

• Customer and account management experience
• Corporate Performance Management (CPM) experience preferred (either as a Customer Success Manager, Account Manager, Consultant or Pre-Sales).
• Prior Customer Success Manager experience  within a SaaS Company.
• Management consulting / technology consulting experience.
• Degree in Business, Accounting, Finance, or Information Technology / MIS.
• Customer and account management experience.
• Gainsight experience.
• Outcome Management experience.
• Prior experience with any of the following CPM systems is a plus:
• OneStream
• Oracle’s EPM suite (HFM, FCCS, PBCS, Planning, Essbase, FDM, etc.)
• Anaplan
• SAP Outlooksoft BPC
• SAP BOFC (Cartesis)
• IBM Cognos
• Or other CPM solutions

 

TRAVEL