SENIOR DIRECTOR, CUSTOMER SUCCESS (AMERICAS)
Location: Remote, USA
Employment Type: Full-Time
Compensation: $182,500.00 - $228,250.00 (Range applies to US candidates only) + Benefits/Variable Comp/Equity - Range may vary based on experience.
Benefits Offered: Vision, Medical, Life, Dental, 401K
Summary
The Senior Director, Customer Success, is a senior leadership role responsible for ensuring that every customer within the Americas (North America and LATAM) region becomes a reference and a success. This role leads and sets the strategic direction for a team of Regional Customer Success Directors to ensure the customers achieve consistent measurable outcomes.
Reporting to the Vice President of Customer Success, the Senior Director, Customer Success is accountable for shaping and executing customer success strategies to drive adoption, expansion, retention, and long-term satisfaction. As a trusted customer advocate and consultative leader, this individual ensures customers realize meaningful value from their investment across the full lifecycle, from onboarding through ongoing engagement and renewal.
Aligned with the Americas Sales SVP, the Senior Director, Customer Success provides strategic leadership influencing key company objectives and regional strategies while keeping broad visibility into customer health and execution. They partner closely with the senior leaders from Sales, Marketing, Professional Services, Product, and Support to align efforts, address evolving customer needs, and continuously improve product utilization and operational efficiency. The Senior Director, Customer Success amplifies the broad voice of the customer and translates insights into actions that strengthen customer outcomes and the overall customer experience, especially during highly escalated situations involving different internal teams.
Primary Duties and Responsibilities
Regional Strategy & Execution
- Lead the development and implementation of regional customer success strategies, ensuring alignment with global objectives and local market needs.
- Strategize with CS senior leadership and Sales SVP across assigned region.
- Drive adoption, expansion, and retention efforts, leveraging data-driven insights to optimize outcomes across the region.
- Manage internal QBRs to CS and Sales Leadership from team of Directors and deliver own QBR.
- Demonstrate commercial acumen by identifying and capitalizing on expansion opportunities, advising on incremental revenue, and securing operational commitments that strengthen customer relationships.
- Serve as a customer-facing leader, establish and nurture senior and executive-level relationships with key decisionmakers and influencers across the customer base, promoting mutual success and long-term partnership across your region.
Team Leadership & Development
- Empower regional directors to protect revenue, and develop strategies to grow ARR in the region
- Foster a culture of excellence, collaboration, and continuous learning, ensuring the team is equipped to deliver outstanding customer experiences and achieve key performance indicators.
- Lead and coach regional directors in achieving business goals including maintaining a high GRR, increasing NRR, identifying expansions, and driving KPIs including day-to-day activities leading to the main goals and utilizing tools to track communication and updates from Customers.
- Ensure the execution of key initiatives that help customers realize measurable value from their investment.
- Monitor and report on regional performance against key metrics to senior leadership, providing actionable insights and recommendations for continuous improvement.
Risk Management & Advocacy
- Proactively support regional directors to identify and mitigate risks to customer satisfaction, growth, and renewal.
- Serve as the highest escalation point for complex situations, influencing the teams responsible for resolutions efficiently and advocating for customer needs.
Continuous Improvement
- Lead regional initiatives to enhance team efficiencies, product utilization, and customer outcomes.
- Promote knowledge sharing, mentor new hires, and support professional development across the team.
Internal Cross-Functional Collaboration
- From a senior leadership perspective, integrate the functions of Sales, Marketing, Professional Services, Education, Partner Alliances, Product, Support, Legal, and Operations to address customer needs and drive business objectives.
- Champion the voice of the customer across all departments and ensure feedback is incorporated into product and service enhancements.
Required Education and Experience
- Bachelor’s degree in Business, Finance, Information Systems, or a related field; an advanced degree may be considered in lieu of professional experience.
- 15+ years in a related function with direct customer advocacy and engagement experience.
- 10+ years of experience in Customer Success,
- 10+ years of experience in a leadership role.
- Proven experience managing senior leaders while having accountability for $100M+ ARR.
- Demonstrated success as a transformational leader who builds scalable organizations and develops high performing teams.
- Proven experience managing complex customer portfolios and C-level executive stakeholders.
- Extensive background with SaaS applications.
- Strong understanding of corporate finance functions including financial close, planning, budgeting, forecasting, management reporting.
Preferred Education and Experience
- Experience in scaling customer success to a 5x ARR.
- Expert knowledge of OneStream platform and offerings.
- Prior experience with any CPM solution (OneStream, Oracle, SAP, Anaplan, or other).
- Prior experience in CPM/EPM delivery in complex customer landscapes.
- Expert product knowledge combined with very strong business or technical expertise is a plus.
- Understanding project documentation in accordance with OneStream methodology standards and guidelines is a plus.
- Demonstrated success in identifying and mapping customer organizational structures and bridging turnover at any level.
- Advanced MS Office skills, especially Excel.
Knowledge, Skills, and Abilities
- Strong understanding of corporate finance and finance processes
- Strategic thinker, experience in strategic alignment and influencing broader teams.
- Expert networker
- Leader by example
- Excellent professional coaching skills
- Excellent professional relationship building skills
- Strong organizational and planning skills
- Keen attention to detail
- Deep commitment to customer success and continuous delivery of product value.
- Expert in developing cases and roadmaps with customers and align strategies to solutions.
- Strong verbal, written, and presentation skills coupled with interpersonal expertise adapted to all levels including executives.
- Self-starter who thrives in multi-tasking environments and adapts priorities seamlessly.
- Deep technical problem-solving skills with the ability to rapidly resolve issues.
- Deep familiarity with enterprise and cloud software spaces.
- Expert in managing customer engagements to completion with high satisfaction levels.
Supervisory Responsibilities
Direct supervision of 5+ Regional Customer Success Directors.
Travel
- Travel Requirement: Willingness to travel up to 30%, depending on customer needs and geography.
Who We Are
OneStream is how today’s Finance teams can go beyond just reporting on the past and Take Finance Further™ by steering the business to the future. It’s the only enterprise finance platform that unifies financial and operational data, embeds AI for better decisions and productivity, and empowers the CFO to become a critical driver of business strategy and execution. Our vision is to be the operating system for modern finance, digitizing core financial functions and empowering the CFO to become a critical driver of business strategy. To learn more visit www.onestream.com.
Why Join The OneStream Team
- Transparency around corporate structure, salary, and benefits
- Core value of customer success
- Variety of project work (not industry-specific)
- Strong culture and camaraderie
- Multiple training opportunities
Benefits at OneStream
OneStream employees are passionate, hardworking individuals who go above and beyond to keep our customers happy and follow through on our mission statement. They consistently deliver the best and in turn, we make every effort to keep them cared for and happy. A sample of the benefits we provide are:
- Excellent Medical Plan
- Dental & Vision Insurance
- Life Insurance
- Short & Long Term Disability
- Vacation Time
- Paid Holidays
- Professional Development
- Retirement Plan
All candidates must be legally authorized to work for any company in the country where this position is located without sponsorship.
OneStream is an Equal Opportunity Employer.
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