Customer Success Manager Tier 3

Summary

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 OneStream 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 OneStream'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 position will manage approximately 60 Tier 3 Accounts across EMEA, with the majority of accounts based in France. Fluent English and French are required.

This position is posted as Remote (home-based) in France; however, the successful candidate is expected to prefer a Hybrid working arrangement, splitting time between home office work and 1–2 days per week in the Paris office (located in the Levallois-Perret district) to build stronger in-person collaboration with colleagues, with the opportunity for occasional customer visits as they arise.

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

• Professional Experience: Minimum of 5 years overall.
• Customer Success Expertise: At least 3 years in a Customer Success role within a SaaS technology company, supporting solutions primarily used by Finance or IT departments and engaging with senior decision-makers such as CFOs, CIOs, CTOs or CISOs.
• Customer Outcome Management: Demonstrated ability to keep customers focused on achieving their desired business outcomes throughout their initiatives.
• Relationship Management: Proven experience in building and managing strong customer relationships.
• Finance Process Knowledge: Conceptual understanding of key finance processes
• Must be able to speak both French and English at at least Business Level

Preferred Education and Experience

• Education: Degree in Business, Accounting, Finance, Information Technology, or a related field.
• Relationship Management: Proven experience in building and managing strong customer relationships.
• Consulting Background: Experience in management consulting or technology consulting.
• Corporate Performance Management (CPM): Hands-on experience as a Customer Success Manager or in a customer facing position.
• CPM Software Expertise: Prior experience with one or more of the following: OneStream, Oracle EPM Suite (HFM, FCCS, PBCS, Planning, Essbase, FDM, etc.), SAP BPC (Outlooksoft), SAP BOFC (Cartesis),IBM Cognos, Anaplan 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.

Supervisory Responsibilities

• None

Travel

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

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Gross annual base salary 65000 - 84500 EUR