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- Tasks: Drive customer success by managing relationships and ensuring satisfaction with our SaaS platform.
- Company: Join OneStream, a leader in modern finance solutions with a collaborative culture.
- Benefits: Enjoy a competitive salary, hybrid work, and opportunities for professional growth.
- Why this job: Make a real impact by helping customers achieve their goals with innovative finance technology.
- Qualifications: Experience in customer success or account management, especially in SaaS environments.
- Other info: Dynamic role with travel opportunities and a focus on building strong customer relationships.
The predicted salary is between 60000 - 80000 ÂŁ per year.
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 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 SMEs, Product Management, 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.
Enterprise SaaS CSM: Drive Adoption & Growth employer: OneStream Software
Contact Detail:
OneStream Software Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Enterprise SaaS CSM: Drive Adoption & Growth
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and how they help customers succeed. This will not only impress your interviewers but also help you tailor your answers to show how you can drive customer success at OneStream.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of a Customer Success Manager. Highlight your relationship management skills and how you've helped previous clients achieve their goals. Confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of the OneStream team. Let’s get you that dream job!
We think you need these skills to ace Enterprise SaaS CSM: Drive Adoption & Growth
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in SaaS and how you've driven customer satisfaction and growth in previous positions. We want to see how you can bring value to our team!
Showcase Your Communication Skills: As a CSM, strong communication is key! Use your application to demonstrate your ability to build relationships and manage complex customer interactions. Share examples of how you've effectively communicated with stakeholders in the past.
Highlight Problem-Solving Abilities: We love candidates who can think on their feet! In your application, mention specific challenges you've faced in customer success roles and how you tackled them. This will show us that you're ready to handle the demands of the job.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at OneStream Software
✨Know Your Customer Success Fundamentals
Before the interview, brush up on the key principles of customer success, especially in a SaaS environment. Understand how to drive adoption and growth, as well as the importance of building strong relationships with customers. This will show that you’re not just familiar with the role but are genuinely passionate about helping customers succeed.
✨Research OneStream Inside Out
Dive deep into OneStream’s platform and its unique offerings. Familiarise yourself with their Corporate Performance Management (CPM) solutions and how they empower finance teams. Being able to discuss specific features and benefits during your interview will demonstrate your enthusiasm and preparedness.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and customer relationship management. Think of examples from your past experiences where you successfully managed customer expectations or turned around a challenging situation. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Showcase Your Communication Skills
As a Customer Success Manager, strong communication is key. Practice articulating your thoughts clearly and confidently. During the interview, be sure to listen actively and engage with your interviewers. This will not only highlight your interpersonal skills but also reflect your ability to build rapport with customers.