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Salary: GBP 55,000 - 71,500 / annual
OneStream is building the operating system for modern Finance, a unified cloud-based Corporate Performance Management (CPM) platform that helps organizations optimize processes, make data-driven decisions, and achieve operational excellence.
As a Customer Success Manager (CSM) covering the UK & Ireland region, you will own a portfolio of customers, guiding them through their entire journey from onboarding through sustained engagement, retention, and growth. You will act as the primary advocate for your customers, understanding their unique business objectives and helping them realize maximum value from their OneStream investment.
Key responsibilities include:
**Portfolio Management:**
- Partner with sales on comprehensive sales transition processes
- Operate as a business partner to customers and their delivery teams, understanding their strategy and plans
- Own and drive customer adoption, expansion, satisfaction, and renewal
- Manage and execute customer onboarding processes
- Develop strong working relationships with customers and their delivery partners
- Establish and execute cadence-based business review meetings
- Identify and mitigate risks threatening customer satisfaction, growth, or renewal
- Develop knowledge of OneStream's platform and marketplace solutions
- Promote awareness of regional communities and educational events
- Keep management informed of portfolio progress and obstacles
**Customer Advocacy:**
- Learn what customers value in their OneStream partnership
- Actively listen and help customers maximize their investment value
- Champion customer requests by collaborating across OneStream departments (Support, Cloud, Technical, Product Management)
- Respectfully manage customer expectations when necessary
The role requires regular in-person collaboration with customers and colleagues, typically one to two days per week. You must be located within approximately one hour's commuting distance of either the London office (EC2V 5BT, near Bank station) or Manchester office (M2 3NN, near Manchester Central). Travel up to 50% is required, varying by customer.
**Requirements:**
- Minimum 5 years overall professional experience
- At least 3 years in a Customer Success role within a SaaS technology company, supporting solutions used by Finance or IT departments and engaging with senior decision-makers (CFOs, CIOs, CISOs)
- Demonstrated ability to keep customers focused on achieving desired business outcomes
- Proven experience building and managing strong customer relationships
- Conceptual understanding of key finance processes
- Excellent interpersonal and communication skills (verbal and written)
- Strong problem-solving abilities in collaborative environments
- Strong organizational and planning skills
- Highly self-motivated and detail-oriented
- Exceptional customer service orientation
- Ability to manage simultaneous priorities in a demanding environment
**Preferred Experience:**
- Degree in Business, Accounting, Finance, Information Technology, or related field
- Background in management consulting or technology consulting
- Hands-on experience with Corporate Performance Management (CPM) solutions
- Prior experience with OneStream, Oracle EPM Suite (HFM, FCCS, PBCS, Planning, Essbase, FDM), SAP BPC, SAP BOFC, IBM Cognos, Anaplan, or other CPM solutions
Must be legally authorized to work in the UK without sponsorship.
