At a Glance
- Tasks: Guide customers through their journey, ensuring they achieve their goals and maximise value.
- Company: Join a leading cloud-based Corporate Performance Management platform with a focus on customer success.
- Benefits: Competitive salary, remote work, and opportunities for professional growth.
- Other info: Dynamic role with travel opportunities and a chance to work with senior decision-makers.
- Why this job: Make a real impact by helping customers succeed and driving their long-term goals.
- Qualifications: 3+ years in Customer Success within a SaaS environment, strong relationship management skills required.
The predicted salary is between 55000 - 71500 £ per year.
Location: Remote, UK
Employment Type: Full-Time
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)
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 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.
- Understand customer’s contractual agreements with their delivery team whether it is with a Partner or with OneStream Services (Scope, Timeline, staffing).
- Identify and mitigate risks that threaten your customer’s satisfaction, growth, or renewal.
- Align with Customer Success leadership on regional metrics.
- Promote awareness of Regional OneStream Communities and customer educational events.
- Keep management informed of progress and obstacles on your portfolio of customers.
- 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.).
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: Relationship Management: Proven experience in building and managing strong customer relationships.
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: OneStream, Oracle EPM Suite (HFM, FCCS, PBCS, Planning, Essbase, FDM, etc.), SAP BPC (Outlooksoft), SAP BOFC (Cartesis), IBM Cognos, Anaplan, Other CPM solutions.
- Professional relationship building skills.
- Strong organizational and planning skills.
- Exceptional customer service orientation.
- Travel Requirement: Must be willing and able to travel up to 50% (travel requirements will vary by customer).
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.
Core value of customer success:
- Variety of project work (not industry-specific).
- Multiple training opportunities.
Locations
Customer Success Manager - Fully remote in Aylesham, Kent employer: Onestream
OneStream is an exceptional employer that fosters a strong culture of transparency and camaraderie, making it an ideal place for professionals seeking meaningful work in the SaaS industry. With a commitment to employee growth through multiple training opportunities and a focus on customer success, the company empowers its Account Directors to thrive in their roles while enjoying the flexibility of remote work, ideally from London. Join us to be part of a team that values innovation and collaboration, driving finance further together.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Fully remote in Aylesham, Kent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Onestream. 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 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 - Fully remote in Aylesham, Kent
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:Your cover letter is your chance to shine! Tell us why you want to work at Onestream 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!
How to prepare for a job interview at Onestream
✨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.
