Manager, Customer Success

DoorDash; City Of London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A tech and logistics company is seeking a Customer Success Manager to lead and develop teams, enhance customer retention, and implement strategic initiatives. Candidates should have over 5 years in a customer success role, with a strong analytical mindset and experience in a SaaS environment. This role involves driving user adoption, managing resources, and working cross-functionally to optimize customer engagement.

Benefits

Comprehensive benefits

Career development opportunities

Qualifications

• 5+ years in Customer Success or Account Management at a SaaS company.
• Experience managing and developing people.
• Comfortable using data to drive customer growth.

Responsibilities

• Mentor and grow a high-performing team.
• Drive user adoption through strategic initiatives.
• Monitor incoming revenue for resource planning.

Skills

Team Leadership & Development

Customer Retention & Engagement

Analytical Skills

Cross-Functional Collaboration

Churn Risk Management

Tools

Salesforce

Totango

Job description

About the Team

The Customer Success team at SevenRooms is the heartbeat of our customers. We’re a diverse, global group of empathetic relationship builders, curious thinkers, strategic problem-solvers, and passionate collaborators. Our mission is to help hospitality operators succeed by driving adoption and value through a deep understanding of our product, data, and our customers’ business goals. We are customer-obsessed and thrive on turning challenges into long-term success.

About the Role

In this role, you’ll be responsible for managing managers and their respective teams, setting vision and strategy to ensure our clients achieve success with the SevenRooms platform. You’ll be responsible for overseeing strategic initiatives that drive adoption, retention, and long-term customer value across our VSB, SMB and Enterprise segments. You’ll help scale a customer-first culture that delivers outstanding service and measurable impact for hospitality operators around the world.

You’re excited about this opportunity because you will…

• Team Leadership & Development. Mentor, inspire, and grow a high-performing team by setting clear performance and growth objectives and providing ongoing coaching and support.
• Customer Retention & Engagement. Drive user adoption and retention by developing best practices and strategic engagement initiatives, and by collaborating cross‑functionally to enhance the customer experience.
• Capacity & Resource Planning. Monitor incoming revenue and customer volume to ensure balanced workload distribution and appropriate resourcing across the EMEA CSM teams.
• Cross‑Functional Collaboration. Partner with Product Marketing, Onboarding, and CS Strategy & Operations to enhance customer health scoring, implement proactive lifecycle strategies, and improve overall product adoption.
• Churn Risk Management. Track customer engagement through data tools (e.g., Looker, Totango) to identify and mitigate churn risks through timely, data‑driven interventions.
• Product Advocacy. Maintain deep product knowledge to ensure CSMs can guide customers to the most relevant features and functionalities, while capturing product feedback through our Product Ambassador Program.

We’re excited about you because…

• You have experience in Customer Success, Account Management, or a related customer‑facing role at a SaaS company, ideally in a fast‑paced, high‑growth environment and across different segments (VSB, SMB and Enterprise).
• You’ve spent 5+ years managing and developing people (including people managers), and you lead through accountability, coaching, and continuous learning.
• You’re analytical and strategic, with a track record of using data to identify insights and drive customer growth.
• You’re comfortable using tools like Salesforce, Totango, or other customer success platforms to track performance and manage relationships.

About DoorDash

At DoorDash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door‑to‑door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.

DoorDash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own their careers. We're committed to supporting employees’ happiness, healthiness, and overall well-being by providing comprehensive benefits and perks.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

If you need any accommodations, please inform your recruiting contact upon initial connection.

About SevenRooms

In 2011, Joel Montaniel, Allison Page, and Kinesh Patel founded SevenRooms after noticing that hospitality operators were missing a critical ingredient in the systems they were using to run their business: guest data. What began as a mission to help restaurants better understand and serve their guests evolved into a powerful platform used by merchants around the world.

With best‑in‑class tools for marketing, operations, and guest experience — all deeply integrated with its industry‑leading CRM — SevenRooms empowers operators to drive revenue, streamline operations, and deliver experiences that keep guests coming back.

In 2025, DoorDash acquired SevenRooms to strengthen its in‑store strategy and expand its merchant‑first offerings. The combination brings together DoorDash’s scale, reach, and digital innovation with SevenRooms’ in‑store capabilities to support hospitality businesses across every channel — from discovery and delivery to on‑premise dining.

As DoorDash builds out its in‑store capabilities, SevenRooms plays a central role in enabling merchants to grow their businesses and connect more meaningfully with guests, whether they’re ordering online or dining in. This move reflects DoorDash’s broader commitment to empowering local businesses, fostering stronger connections between consumers and the places they love, and building technology that meets merchants — and their customers — wherever they are.