Strategic Customer Success Manager

DoorDash; City Of London; Remote; GBP 60,000 - 80,000; Full time

Job summary

A global food delivery service is seeking a Strategic Customer Success Manager to enhance customer relationships within the hospitality sector. The role involves leading customer value realization and acting as a mentor while ensuring operational success. Candidates should have substantial B2B SaaS experience and proven skills in customer advocacy. This position requires 25% travel and a passion for improving customer experiences.

Qualifications

• Substantial experience in B2B & SaaS Customer Success or Account Management.
• Experience working with the SevenRooms platform.
• Ability to articulate value propositions effectively.

Responsibilities

• Lead customer value realization through understanding customer KPIs.
• Act as a customer champion and advocate.
• Monitor account performance using data to track key metrics.
• Increase efficiency in communications with partners.

Skills

Customer-facing roles experience

Technical aptitude in hospitality software

Project planning and management

Ability to communicate with C-level

Job description

About the Team

Our Strategic Customer Success Team is part of DoorDash's In-Store business unit, focused on ensuring the long-term success of some of our largest customers in EMEA. Our team is passionate about bringing skills as consultants, business analysts, project managers, SevenRooms advocates, and customer success professionals with a high level of curiosity about all things tech and hospitality. We're resourceful, tenacious, and effective team players who approach our work with humility, integrity, and a desire for continuous growth, motivated by our clients' happiness and providing solutions that improve retention and make their lives easier.

About the Role

As a Strategic Customer Success Manager, you\'ll help ensure the long-term success of some of our largest customers while acting as a leader and mentor to your team, supporting new hire interviews, onboarding and long term mentorship. You\'ll be a trusted advisor and educator, using your natural curiosity to understand not only how features work, but why, while being intrigued by operations and logistics to solve the next puzzle. This role requires 25% travel and is perfect for someone who wants to be part of an awesome and hardworking software startup changing the world of hospitality.

You’re excited about this opportunity because you will…

• Lead customer value realization by understanding customer KPIs. Become a trusted advisor and lead account strategy through defined implementation & onboarding processes.
• Act as a customer champion and advocate. Ensure customer needs are communicated to executive teams while anticipating future needs and attending industry conferences as a SevenRooms advocate.
• Monitor account performance and utilization using data to track key metrics. Plan and lead strategic on-sites with enterprise partners to maintain high engagement.
• Help create workflows and run internal processes. Increase efficiency in communications with partners across email and phone channels.
• Collaborate cross-functionally with internal teams. Prioritize new deliverables and methods based on evolving customer needs.

We’re excited about you because…

• You have substantial experience in challenging, customer-facing roles, ideally within B2B & SaaS space, with proven experience working with the SevenRooms platform
• You have proven experience in Customer Success or Account Management roles with the ability to articulate value propositions through phone, email, video conference, and in-person meetings
• You have technical aptitude and understanding of hospitality software with prior experience working with Sales, Product, and Engineering teams
• You have proven ability to lead project planning and management of cross-functional projects with exceptional client-facing oral and presentation skills
• You can communicate, present and influence credibly at all levels including executive and C-level, with a genuine desire to work in the hospitality space servicing operators

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.