Key Facts

Remote From:

Canada

Category: Customer Success Manager (CSM)

Full time

Senior (5-10 years)

English, French

Hard Skills

Cloud Computing Client Services Customer Success Management Cross-Functional Collaboration Escalation Management Customer Success Management Cross-Selling Account Management Customer Retention Risk Mitigation +18 more

Other Skills

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Forecasting
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Plan Execution
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Budgeting
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Communication
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Relationship Building
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Time Management
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Teamwork
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Analytical Thinking
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Detail Oriented
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Social Skills
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Self-Motivation
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Problem Solving

Roles & Responsibilities

3+ years building and managing customer relationships in a SaaS company.
5+ years of professional experience.
Proven history of keeping customers focused on their desired business outcomes throughout initiatives.
Conceptual understanding of finance processes: Financial Close, Planning, Budgeting, Forecasting, and Management Reporting.

Requirements:

Own and drive adoption, expansion, satisfaction, and renewal for a portfolio of customers across onboarding, adoption, retention, and growth.
Partner with Sales to complete a comprehensive sales transition and identify upsell/cross-sell opportunities.
Lead onboarding, establish cadence-based Business Review meetings, and identify/mitigate risks to ensure customer success and renewal.
Act as a customer advocate across internal teams, champion requests, and align stakeholders to maximize value.

OneStream Software

Computer Software / SaaS

About OneStream Software

OneStream is how today’s Finance teams can go beyond just reporting on the past and Take Finance Further™ by steering the business to the future. It’s the only enterprise finance platform that unifies financial and operational data, embeds AI for better decisions and productivity, and empowers the CFO to become a critical driver of business strategy and execution.    With more than 1,400 customers, 250 go-to-market, implementation, and development partners and 1,300 employees, our vision is to be the operating system for modern finance, digitizing core financial functions and empowering the CFO to become a critical driver of business strategy. Check out Finance 2035: Return to Investment: a landmark study that explores how external factors and investor priorities are shaping the future of Finance in the next 10 years. Learn more about our commitment to the success of CFOs and how you can Take Finance Further here: finance2035.com

Company type: Scaleup

Industry: Computer Software / SaaS

Founded: 2018

Company size: 1001 - 5000

Website LinkedIn See all jobs →

Job description

CUSTOMER SUCCESS MANAGER

Location: Remote, Ontario, Canada

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 enables organizations to streamline processes, make data‑driven decisions, and achieve operational excellence.

As a Customer Success Manager (CSM), you will play a critical role in ensuring customers achieve measurable outcomes and become long‑term, referenceable partners. You will manage a portfolio of customers across their full lifecycle—from onboarding and adoption through retention and growth—helping them realize maximum value from their OneStream investment.

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 is essential.

This role will manage a portfolio of approximately 30–35 mainly enterprise accounts, with a combined ARR of $5M–$15M.

The successful candidate will be based in the Ontario province, ideally Toronto as regional proximity is critical for building strong executive‑level relationships through in‑person engagement, providing timely on‑site support during customer escalations, maintaining close alignment with Regional Sales leadership, and gaining valuable insight into the local enterprise market. This proximity also helps minimise travel, enabling sustained focus on delivering strategic customer outcomes. Professional fluency in English is required, with French language capability considered highly desirable.

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 relationship with your customer 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

Customer Success Manager for a SaaS company.
3+ years building and managing customer relationships
5+ years of professional experience.
Proven history of 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

Degree in Business, Accounting, Finance, or Information Technology / MIS.
Customer and account management experience.
Management consulting/technology consulting experience.
CPM experience (either as a CSM, a consultant or a corporate employee).
Prior experience with any of the following CPM systems is a plus:

OneStream
Oracle’s EPM suite (HFM, FCCS, PBCS, Planning, Essbase, FDM, etc.)
Anaplan
SAP Outlooksoft BPC
SAP BOFC (Cartesis)
IBM Cognos
Or other CPM solutions.

Knowledge, Skills, and Abilities

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 orientation
Ability to operate in a demanding environment managing simultaneous priorities
Legally authorized to work for any company in the country where this position is located without sponsorship

Travel

Travel Requirement: Must be willing and able to travel up to 50% (travel requirements will vary by customer)

Who We Are

Why Join The OneStream Team

Transparency around corporate structure, salary, and benefits
Core value of customer success
Variety of project work (not industry-specific)
Strong culture and camaraderie
Multiple training opportunities

Benefits at OneStream
OneStream employees are passionate, hardworking individuals who go above and beyond to keep our customers happy and follow through on our mission statement. They consistently deliver the best and in turn, we make every effort to keep them cared for and happy. A sample of the benefits we provide are: