Customer success manager emea (commercial accounts)

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 a critical role in helping customers achieve their business goals and maximise the value of their OneStream investment. Acting as a strategic advisor, trusted partner, and primary customer advocate, you will guide customers throughout their journey and beyond, from onboarding and adoption to value realisation, expansion, renewal, and long-term success. By leveraging data-driven insights, AI-powered capabilities, and a consultative, human-centred approach, you will build strong relationships with key stakeholders, understand their unique objectives, and deliver measurable business outcomes that drive retention, growth, and advocacy. Working cross-functionally to unlock the full value of OneStream's capabilities, you will ensure customers not only realise lasting value from their investment but become enthusiastic champions, advocates, and references for our platform.

This is a Commercial Customer Success Manager role operating within a digital-first, technology-enabled engagement model. You'll manage a broad portfolio of customers, (approx. 100) leveraging data-driven insights, AI-powered capabilities, structured success programs, and proactive outreach to drive adoption, value realisation, retention, growth, and advocacy at scale.

Success in this role comes from delivering meaningful customer outcomes through a combination of technology, insight, and trusted customer partnership. While relationships remain central to the role, engagement is primarily delivered through scalable customer success motions, including:

• Data-driven customer health and proactive outreach
• Structured success programs, playbooks, and lifecycle management
• Virtual engagement, digital enablement, and value-driven customer interactions

Occasional in-person meetings may occur, but this role is designed for professionals who thrive in a digital-first environment and enjoy driving customer success across a larger portfolio through efficient, scalable, and repeatable engagement models.

Successful candidates typically bring experience such as:

• Managing commercial, mid-market, or growth-stage customer portfolios through predominantly digital engagement models
• Leveraging customer success technologies, data insights, and structured programs to drive customer outcomes at scale
• Managing larger books of business while balancing customer experience, operational efficiency, and business results
• Working in environments focused on segmentation, prioritisation, automation, and repeatable success motions
• Driving customer adoption, retention, expansion, and advocacy through virtual and technology-enabled engagement

This role is best suited to customer success professionals who enjoy combining strategic customer partnership with scalable, technology-enabled engagement to deliver measurable outcomes across a diverse customer portfolio.

This position will manage approximately 100 Tier 4 Digitally led Commercial Accounts across EMEA.

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.

Required Education and Experience

• Customer Success Manager for a SaaS company.
• 3+ years 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.

Preferred Education and Experience

• Degree in Business, Accounting, Finance, or Information Technology / MIS.
• Customer and account management experience.
• Management consulting/technology consulting experience.
• CPM experience (either as a CSM, a consultant or a corporate employee).
• 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.

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: Ability to travel as needed. Customer engagement is primarily delivered through digital and virtual channels, with occasional in-person customer, company, and industry events.

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 #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 €65.000—€84.500 EUR

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.

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