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.

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.

• 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 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 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 One Stream’s Platform and Market Place 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 they can get the most value from their investment in One Stream.
• Champion your customer’s requests by collaborating with the Customer, their delivery team and various One Stream departments (Customer Support, Cloud, Technical SME’s, Product Mgmt. etc.).
• When necessary, be the respectful challenger to set and manage your customer’s expectations.

• 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.

• Education:
  
  Degree in Business, Accounting, Finance, Information Technology, or a related field.
• Relationship Management:
  Proven experience in building and managing strong customer relationships.
• 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 Stream, Oracle EPM Suite (HFM, FCCS, PBCS, Planning, Essbase, FDM, etc.), SAP BPC (Outlooksoft), SAP BOFC (Cartesis), IBM Cognos, Anaplan, and other CPM solutions.

• 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…