Customer Success Manager - Commercial Accounts; West Region

Position: Customer Success Manager - Commercial Accounts (West Region)
Location: Ewa Gentry

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. Behind every innovation, customer success, and milestone are talented people working together to make a difference.

Explore our Careers site to learn more about our people, culture, and benefits.

As a Customer Success Manager (CSM), you will play a critical role in helping customers achieve their business goals and maximise the value of their One Stream investment. Acting as a strategic advisor, trusted partner, and primary customer advocate, you will guide customers throughout their journey and beyond, from onboarding and adoption to value realisation, expansion, renewal, and long‑term success. By leveraging data‑driven insights, AI‑powered capabilities, and a consultative, human‑centred approach, you will build strong relationships with key stakeholders, understand their unique objectives, and deliver measurable business outcomes that drive retention, growth, and advocacy.

Working cross‑functionally to unlock the full value of One Stream's capabilities, you will ensure customers not only realise lasting value from their investment but become enthusiastic champions, advocates, and references for our platform.

This is a Commercial Customer Success Manager role operating within a digital‑first, technology‑enabled engagement model. You'll manage a broad portfolio of customers, (approx. 80) leveraging data‑driven insights, AI‑powered capabilities, structured success programs, and proactive outreach to drive adoption, value realisation, retention, growth, and advocacy at scale.

Success in this role comes from delivering meaningful customer outcomes through a combination of technology, insight, and trusted customer partnership. While relationships remain central to the role, engagement is primarily delivered through scalable customer success motions, including:

• Data‑driven customer health and proactive outreach
• Structured success programs, playbooks, and lifecycle management
• Virtual engagement, digital enablement, and value‑driven customer interactions
• Occasional in‑person meetings may occur, but this role is designed for professionals who thrive in a digital‑first environment and enjoy driving customer success across a larger portfolio through efficient, scalable, and repeatable engagement models.
• Managing commercial, mid‑market, or growth‑stage customer portfolios through predominantly digital engagement models
• Leveraging customer success technologies, data insights, and structured programs to drive customer outcomes at scale
• Managing larger books of business while balancing customer experience, operational efficiency, and business results
• Driving customer adoption, retention, expansion, and advocacy through virtual and technology‑enabled engagement

This role is best suited to customer success professionals who enjoy combining strategic customer partnership with scalable, technology‑enabled engagement to deliver measurable outcomes across a diverse customer portfolio.

The successful candidate is expected to reside in one of these states, as regional proximity enables stronger executive relationships through face‑to‑face engagement, supports rapid on‑site response during critical escalations, provides insight into the regional enterprise landscape, ensures close partnership with Regional Sales leadership, and limits travel overhead to remain focused on achieving strategic customer outcomes.

Managing your portfolio of customers

• Partner with sales to complete a comprehensive…