Customer Success Manager

Job Title

Customer Success Manager (CSM)

Job Overview

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 essentialbut often overlookedsectors 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-upall 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 itwithout the headache. But we're not just about conveniencewe'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 movingefficiently, affordably, and responsibly. Let's build better, together.

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

PLEASE NOTE: This role will be a hybrid role, with a requirement to commute to Downstream's headquarters in Richardson, TX.

Benefits

Health, dental, and vision insurance, 401(k), company equity, paid time off, paid holidays, maternity leave, bereavement leave, floating holidays, and more.

Compensation: Salary Range: $55k-$65k/yr plus bonuses with an OTE between $90-$105k/yr

Downstream is an equal opportunity employer. We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other protected status under applicable law.