Customer Success Manager (Enterprise SaaS)

Location: Hybrid, UK

Employment Type: Full-Time

At OneStream 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 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.

This is a hybrid position. The successful candidate should be located within approximately one hour’s commuting distance of our London office (postcode EC2V 5BT, nearest Tube station: Bank) 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 OneStream contractual agreements (Cloud/SaaS, Term, etc.).
• Understand customer’s contractual agreements with their delivery team whether it’s 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.
• 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 Requirement

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

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.

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. OneStream is an Equal Opportunity Employer.