Customer Success Manager

United Kingdom
Remote - UK
M23MN
, United Kingdom

United Kingdom
Remote - UK
M23MN
, United Kingdom

United Kingdom
Remote - UK
M23MN
, United Kingdom

• Hybrid
• Customer Success
• Full-Time
• Requisition #: CUSTO
  004414

CUSTOMER SUCCESS MANAGER

Location: Remote, UK

Employment Type: Full-Time

Gross annual base salary: 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)

Summary

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 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.

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.

Managing your portfolio of customers

• 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.

Customer Advocacy

• 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.