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
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. 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. To learn more visit www.onestream.com.
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:
- Excellent Medical Plan
- Dental & Vision Insurance
- Life Insurance
- Short & Long Term Disability
- Vacation Time
- Paid Holidays
- Professional Development
- Retirement Plan
All candidates must be legally authorized to work for any company in the country where this position is located without sponsorship.
OneStream is an Equal Opportunity Employer.
#LI-KT1 #LI-Remote
Skills Required
- 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
- Conceptual understanding of finance processes
OneStream Software Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about OneStream Software and has not been reviewed or approved by OneStream Software.
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Strong & Reliable Incentives — Incentive structures in sales and customer-facing roles are robust, with OTEs commonly positioned at or above market and commission plans praised as strong. Variable components and incentive awards are prominent, enabling higher earnings when attainment and territory align.
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Healthcare Strength — Core coverage includes comprehensive medical, dental, and vision insurance, supplemented by an EAP and wellness perks. Employer-facing materials and third‑party summaries consistently position health coverage as a solid element of the package.
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Leave & Time Off Breadth — Time-off programs span vacation, separate sick time, volunteer time, and paid holidays, with a one‑month paid sabbatical after five years. This breadth extends beyond standard PTO alone.
OneStream Software Insights
What We Do
OneStream Software provides a market-leading intelligent finance platform that reduces the complexity of financial operations. OneStream™ unleashes the power of finance by unifying corporate performance management (CPM) processes such as planning, financial close & consolidation, reporting, and analytics through a single, extensible solution. We empower the enterprise with financial and operational insights to support faster and more informed decision-making. All in a cloud platform designed to continually evolve and scale with your organization. OneStream is an independent software company backed by private equity investors KKR, D1 Capital Partners, Tiger Global, and IGSB. Our primary mission is to deliver 100% customer success, which we’ve done successfully since our inception. To learn more visit www.onestreamsoftware.com.
