Customer Success Manager

At One Stream, we’re on a mission to empower every Finance organization and professional to exceed their potential. Our global teams span continents, cultures, and time zones, united by a shared purpose as we build the operating system for modern Finance and help organizations move with greater speed, clarity, and confidence.

That mission comes to life through our people. Behind every innovation, customer success, and milestone are talented people working together to make a difference. That’swhywe’relooking for people who arebold enough to think big, authentic in how they lead and collaborate, curious aboutwhat’spossible, and committed to delivering results.

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 One Stream 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 One Stream’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.

The successful candidate should be located within approximately one hour’s commuting distance of either our London office (EC2V 5BT
, near Bank station) or our Manchester office (M2 3NN
, close to Manchester Central), as the role benefits from regular in‑person collaboration with customers and customer‑facing colleagues, typically around one to two days per week.

• 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 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 they can get the most value from their investment in One Stream.
• Champion your customer’s requests…