Downstream

Customer Success Manager

• Ensure customers successfully adopt and gain value from the Downstream platform
• Drive onboarding, adoption, and long-term growth
• Partner with AEs and AMs in a pod structure to support activation, engagement, and expansion readiness
• 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