Customer success manager - uk & i

At OneStream, we're on a mission to empower every Finance organization and professional to exceed their potential. Our global teams span continents, cultures, and time zones, united by a shared purpose as we build the operating system for modern Finance and help organizations move with greater speed, clarity, and confidence.

That mission comes to life through our people. Behind every innovation, customer success, and milestone are talented people working together to make a difference. That's why we're looking for people who are bold enough to think big, authentic in how they lead and collaborate, curious about what's possible, and committed to delivering results.

Want a closer look before you apply? Explore our Careers site to learn more about our people, culture, and benefits.

Summary

As a Customer Success Manager (CSM), you will play an Integral role in our mission to ensure every customer achieves their goals and becomes a referenceable success, you will oversee a portfolio of customers guiding them through their entire journey—from initial onboarding to sustained engagement, retention, and growth.

In this role, the CSM will act as the primary advocate for your customers, understanding their unique business objectives and helping them realize maximum value from their OneStream investment. You will build deep relationships with key stakeholders, proactively address their needs, and deliver tailored solutions to drive customer satisfaction and success. The CSM will collaborate with the sales team to identify upselling and cross-selling opportunities, helping customers unlock the full value of OneStream’s capabilities. By fostering trust and delivering results, you’ll drive customer adoption and support their long-term goals. This role requires a customer-centric mindset, strong communication and problem-solving skills, and a proven ability to manage complex customer relationships. Prior experience in Customer Success, Account Management, or a related field is essential.

The successful candidate should be located within approximately one hour's commuting distance of either our London office (EC2V 5BT, near Bank station) or our Manchester office (M2 3NN, close to Manchester Central), as the role benefits from regular in-person collaboration with customers and customer-facing colleagues, typically around one to two days per week.

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 relationships with your customers 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.

Required Education and Experience

• Professional Experience: Minimum of 5 years overall.
• Customer Success Expertise: At least 3 years in a Customer Success role within a SaaS technology company, supporting solutions primarily used by Finance or IT departments and engaging with senior decision-makers such as CFOs, CIOs, or CISOs.
• Customer Outcome Management: Demonstrated ability to keep customers focused on achieving their desired business outcomes throughout their initiatives.
• Relationship Management: Proven experience in building and managing strong customer relationships.
• Finance Process Knowledge: Conceptual understanding of key finance processes.

Preferred Education and Experience

• Education: Degree in Business, Accounting, Finance, Information Technology, or a related field.
• Relationship Management: Proven experience in building and managing strong customer relationships.
• Consulting Background: Experience in management consulting or technology consulting.
• Corporate Performance Management (CPM): Hands-on experience as a Customer Success Manager or in a customer facing position.
• CPM Software Expertise: Prior experience with one or more of the following: OneStream, Oracle EPM Suite (HFM, FCCS, PBCS, Planning, Essbase, FDM, etc.), SAP BPC (Outlooksoft), SAP BOFC (Cartesis), IBM Cognos, Anaplan Other CPM solutions.

Knowledge, Skills, and Abilities

• A team player with a bias towards action.
• Excellent interpersonal and communication skills.
• Professional verbal and written communication skills.
• Professional relationship building skills.
• Strong ability to problem-solve in a collaborative environment.
• Strong organizational and planning skills.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical, evaluative, and problem-solving abilities.
• Exceptional customer service orientation.
• Ability to operate in a demanding environment managing simultaneous priorities.

Travel

Travel Requirement: Must be willing and able to travel up to 50% (travel requirements will vary by customer).

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.

#LI-KT1 #LI-Remote

Total compensation is based on experience, skills, and location using objective, job-related criteria. Additional variable compensation and benefits may apply.

Gross annual base salary £55,000—£71,500 GBP

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

OneStream Software is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable local laws, regulations, and ordinances.

If you need assistance and/or a reasonable accommodation during the application process, reach out to RecruitingAccommodations@onestreamsoftware.com.

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