Customer Success Manager

CUSTOMER SUCCESS MANAGER EMEA

Location: Remote,  Netherlands or UK
Employment Type: Full-Time

Summary

At OneStream 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 OneStream 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 OneStream’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.

 

Primary Duties and Responsibilities

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 OneStream contractual agreements (Cloud/SaaS, Term, etc.)
• Understand customer’s contractual agreements with their delivery team whether it is with a Partner or with OneStream 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 OneStream’s Platform and MarketPlace Solutions and share that knowledge with customers.
• Promote awareness of Regional OneStream 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 OneStream.
• Actively listen to customers and help them understand how they can get the most value from their investment in OneStream.
• Champion your customer’s requests by collaborating with the Customer, their delivery team and various OneStream departments (Customer Support, Cloud, Technical SME’s, Product Mgmt. etc.).
• When necessary, be the respectful challenger to set and manage your customer’s expectations.

Required Education and Experience

•At least 3 years of experience in Customer Success building and managing customer relationships.
•Experience as a B2B Customer Success Manager within an Enterprise  SaaS or Technology related company.
•A minimum of 5 years of professional experience.
•Proven experience in keeping customers focused on their desired business outcomes throughout their initiatives.
•Conceptual understanding of the following finance processes: Financial Close, Planning, Budgeting, Forecasting, Management Reporting.

Preferred Education and Experience
•Fluent English + Dutch (or additional European languages)
•Preference for a CSM within a  Saas/Enterprise Technology whose primary target is CFO/Finance depts (e.g. Financial Software)
•Degree in Business, Accounting, Finance, Information Technology or related field.
•Customer and account management experience.
• Management consulting/technology consulting experience.
• Corporate Performance Management (CPM) experience (either as a CSM, a consultant or a corporate employee).
• Prior experience with any of the following CPM Software products:
       o OneStream
       o Oracle’s EPM suite (HFM, FCCS, PBCS, Planning, Essbase, F