Customer Success Manager - Ontario

OneStream

13h•Remote

About The Position

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.

Requirements

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.
Legally authorized to work for any company in the country where this position is located without sponsorship.

Nice To Haves

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.
French language capability

Responsibilities

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.
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.