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For Companies 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: Enjoy a competitive salary, hybrid work options, and continuous professional development.
- 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.
- Other info: Dynamic role with opportunities for travel and career growth.
The predicted salary is between 36000 - 60000 Ā£ per year.
Location: Hybrid, UK
Employment Type: Full-Time
Summary
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 dataādriven 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 journeyāfrom 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 crossāselling 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 customerācentric mindset, strong communication and problemāsolving 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 ināperson collaboration with customers and customerāfacing 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 cadenceābased "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 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 decisionāmakers 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): Handsāon experience as a Customer Success Manager or in a customerāfacing 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 problemāsolve in a collaborative environment.
- Strong organizational and planning skills.
- Highly selfāmotivated and directed.
- Keen attention to detail.
- Proven analytical, evaluative, and problemāsolving 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 FurtherTM 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 industryāspecific)
- 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.
Customer Success Manager (UK) in London employer: OneStream Software
Contact Detail:
OneStream Software Recruiting Team
StudySmarter Expert Advice š¤«
We think this is how you could land Customer Success Manager (UK) in London
āØTip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and donāt 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.
āØTip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and services, especially how they relate to customer success. This will help you tailor your answers and show that youāre genuinely interested in being part of their team.
āØTip 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 any relevant SaaS experience. Confidence is key, so rehearse until it feels natural.
āØTip Number 4
Donāt forget to apply through our website! Itās the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to engage directly with us. So, go ahead and submit your application today!
We think you need these skills to ace Customer Success Manager (UK) in London
Some tips for your application š«”
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in customer success, especially in SaaS, and how it aligns with OneStream's mission to drive customer satisfaction and success.
Showcase Your Communication Skills: Since this role requires strong communication skills, use your application to demonstrate your ability to convey complex ideas clearly. Whether it's through your writing style or examples of past interactions, let us see how you can effectively engage with customers.
Highlight Relationship Management Experience: We want to know about your experience in building and managing relationships. Share specific examples where you've successfully navigated customer needs and expectations, especially with senior decision-makers like CFOs or CIOs.
Apply Through Our Website: Don't forget to submit your application through our website! Itās the best way for us to receive your details and ensures youāre considered for the role. Plus, it shows you're keen on joining the OneStream team!
How to prepare for a job interview at OneStream Software
āØKnow 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 customer adoption and satisfaction, as well as how to manage complex relationships. This will show that youāre not just familiar with the role but are genuinely passionate about helping customers succeed.
āØResearch OneStream Inside Out
Dive deep into OneStreamās platform and its unique selling points. 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.
āØPrepare 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 navigated challenges or turned around a difficult customer situation. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
āØShowcase Your Communication Skills
As a Customer Success Manager, strong communication is key. Practice articulating your thoughts clearly and confidently. During the interview, focus on active listening and ensure you engage with the interviewer by asking insightful questions about their customer success strategies and goals.
