Customer Success Manager
This is a remote position.
Downstream Systems, Inc. is a leading marketplace platform that's transforming the waste and construction industries from the ground up. We're on a mission to bring simplicity, transparency, and sustainability to two of the most essential—but often overlooked—sectors of our economy.
At Downstream, we make it easy for contractors, builders, and businesses to find and book critical services like dumpster rentals, hauling, and site clean-up—all in just a few clicks. No more endless calls, confusing pricing, or waiting around. Our platform connects customers with vetted, reliable providers so they can get what they need, when they need it—without the headache.
But we’re not just about convenience—we’re about impact. By streamlining logistics and digitizing the supply chain, we’re helping reduce waste, cut emissions, and build a cleaner, more sustainable future for everyone. Whether you're managing a small job site or a major development project, Downstream is here to help you keep things moving—efficiently, affordably, and responsibly.
Let’s build better, together.
Requirements
Customer Success Manager (CSM) – Role Overview
The CSM ensures customers successfully adopt and gain value from the Downstream platform. This role bridges sales, product, and customer experience, driving onboarding, adoption, and long-term growth. The CSM partners with AEs and AMs in a pod structure to support activation, engagement, and expansion readiness.
Key Responsibilities
- Lead customer onboarding, kickoff calls, and initial platform setup
- Drive adoption, usage, and self-serve behaviors through demos and engagement tracking
- Support customers through their first project/order and onboarding milestones
- Conduct 30/60/90-day check-ins with enterprise accounts and maintain stakeholder relationships
- Gather and communicate customer feedback to product and internal teams
- Support Account Managers with operational tasks and customer requests
Success Profile
- Accelerates customer activation and time to first project
- Increases platform adoption and engagement
- Builds strong customer relationships
- Identifies expansion opportunities
- Improves pod efficiency and provides actionable product feedback
Core Metrics
- Onboarding completion & time to first project
- Platform adoption and self-serve usage
- Enterprise account alignment (30/60/90-day check-ins)
- Expansion influence and AM support effectiveness