Customer Success Manager

Customer Success Manager

Location: Hybrid, UK

Employment Type: Full-Time

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—from initial onboarding to sustained engagement, retention, and growth—acting as their primary advocate, understanding their unique business objectives, and helping them realize maximum value from their One Stream investment.

• Partner with sales to complete a comprehensive sales transition process.
• Operate as a business partner to your customer and their delivery team by understanding their strategy and plan.
• Take primary ownership and accountability for driving your customer’s adoption, expansion, satisfaction, and renewal.
• Understand customer’s One Stream contractual agreements (Cloud/SaaS, 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 customers and their delivery team.
• Establish and execute cadence‑based “Business Review” meetings.
• Identify and mitigate risks that threaten customer satisfaction, growth, or renewal.
• Align with Customer Success leadership on regional metrics.
• Develop and grow your knowledge of One Stream’s Platform and Marketplace 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.

• Learn and understand what customers value in their partnership with One Stream.
• Actively listen to customers and help them understand how to get the most value from their investment.
• Champion customers’ requests by collaborating with the Customer, delivery team, and various One Stream departments (Customer Support, Cloud, Technical SMEs, Product Management, etc.).
• When necessary, be the respectful challenger to set and manage customer expectations.

• Minimum of five years overall professional experience.
• At least three 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.
• Demonstrated ability to keep customers focused on achieving desired business outcomes throughout initiatives.
• Proven experience in building and managing strong customer relationships.
• Conceptual understanding of key finance processes.

• Degree in Business, Accounting, Finance, Information Technology, or a related field.
• Consulting background in management or technology consulting.
• Hands‑on experience with Corporate Performance Management (CPM) as a Customer Success Manager or in a customer‑facing role.
• Prior experience with One Stream, Oracle EPM Suite (HFM, FCCS, PBCS, Planning, Essbase, FDM), SAP BPC (Outlooksoft), SAP BOFC (Cartesis), IBM Cognos, Anaplan, or other CPM solutions.

• A team player with a bias toward 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.

Must be willing and able to travel up to 50%…