At a Glance
- Tasks: Manage customer relationships and ensure their success with our innovative finance platform.
- Company: Join OneStream, a leader in modern finance solutions with a collaborative culture.
- Benefits: Competitive salary, remote work options, and professional development opportunities.
- Other info: Dynamic role with travel opportunities and a strong focus on customer advocacy.
- Why this job: Make a real impact by helping customers achieve their financial goals with cutting-edge technology.
- Qualifications: 5+ years of experience, with at least 3 years in Customer Success within SaaS.
The predicted salary is between 55000 - 71500 £ per year.
CUSTOMER SUCCESS MANAGER
Gross annual base salary: GBP- 55,000 – 71,500 (Additional variable compensation and benefits may apply.
Total compensation is based on experience, skills, and location using objective, job-related criteria)
Summary
At One Stream we are redefining the future of finance with the goal of becoming the Operating System for Modern Finance.
Our unified, cloud-based Corporate Performance Management (CPM) platform empowers organizations to optimize processes, make data-driven decisions, and achieve unparalleled operational excellence.
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 One Stream 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 One Stream’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.
This is a hybrid position.
The successful candidate should be located within approximately one hour’s commuting distance of either our London office (postcode EC2V 5BT, nearest Tube station: Bank) or our Manchester office (postcode M2 3NN close to Manchester Central) to enable effective in-person collaboration with customers and customer-facing colleagues when required.
- 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 One Stream contractual agreements (Cloud/Saa S, Term, etc.)
- Understand customer’s contractual agreements with their delivery team whether it is with a Partner or with One Stream 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 One Stream’s Platform and Market Place Solutions and share that knowledge with customers.
- Promote awareness of Regional One Stream 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 One Stream.
- Actively listen to customers and help them understand how they can get the most value from their investment in One Stream.
- Champion your customer’s requests by collaborating with the Customer, their delivery team and various One Stream 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 Saa S 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: One Stream, 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).
Who We Are
One Stream 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 One Stream 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.
One Stream is an Equal Opportunity Employer.
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Customer Success Manager employer: OneStream Software
OneStream Software is an exceptional employer that fosters a dynamic and inclusive work culture, particularly for those in the Remote UKI Account Executive role. With a strong emphasis on employee growth and development, team members are encouraged to innovate and excel in their careers while enjoying competitive compensation and performance-based incentives. The London-based position offers unique networking opportunities within a vibrant market, making it an ideal environment for ambitious sales professionals seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at OneStream Software. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like OneStream Software before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to OneStream Software:Your cover letter is your chance to shine! Tell us why you want to work at OneStream Software specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at OneStream Software!
How to prepare for a job interview at OneStream Software
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
