Director, Customer Success EMEA (Southern and Central Europe)

Summary

The Director, Customer Success is a vital leadership role responsible for ensuring that every customer within their designated regions becomes a reference and a success. This role leads and develops a high-performing Customer Success organization while overseeing multiple customer portfolios and driving consistent measurable customer outcomes.

Reporting to the Senior Director of Customer Success, the Director, Customer Success is accountable for shaping and executing regional 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 Regional Sales Leader, the Director, Customer Success provides strong people leadership while maintaining deep visibility into customer health and execution. They partner closely with Sales, Marketing, Professional Services, Product, and Support to align efforts, address evolving customer needs, and continuously improve product utilization and operational efficiency. The Director, Customer Success amplifies the voice of the customer and translates insights into actions that strengthen customer outcomes and the overall customer experience, especially during 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.
• Drive adoption, expansion, and retention efforts, leveraging data-driven insights to optimize outcomes across the region.
• Strategize with CS leadership and Sales RVP across assigned region.
• Deliver deep and actionable internal QBRs to CS and Sales Leadership.
• 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.

Customer Portfolio Management

• Oversee a diverse portfolio of strategic and complex customer accounts, ensuring high satisfaction, reference-ability, and retention.
• Build, maintain, and execute comprehensive account plans, partnering with internal resources to deliver value throughout the customer lifecycle.

Team Leadership & Development

• Direct, mentor, and develop a team of Senior Managers and Customer Success professionals.
• 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 team 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.

Risk Management & Advocacy

• Proactively identify and mitigate risks to customer satisfaction, growth, and renewal.
• Serve as the escalation point for complex situations, influencing the teams responsible for resolutions efficiently and advocating for customer needs.

Governance & Process Excellence

• Develop and refine regional governance programs, including onboarding, success strategy meetings, and regular business reviews.
• Ensure the execution of key initiatives that help customers realize measurable value from their investment.

Reporting & Insights

• Monitor and report on regional performance against key metrics to senior leadership, providing actionable insights and recommendations for continuous improvement.

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

• 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.
• 10+ years in a related function with direct customer advocacy and engagement experience.
• Minimum of 5 years of experience in Customer Success, Consulting, Account Management, or Sales/Pre-Sales.
• Minimum of 3 years of experience in a leadership role.
• 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

• 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

• Strategic thinker
• 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

• Manager of a team of regional CS professionals

Travel

• Travel Requirement: Willingness to travel up to 30%, depending on customer needs and geography.

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

All candidates must be legally authorized to work for any company in the country where this position is located without sponsorship.

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