Strategic Customer Success Manager

DoorDash, Inc.; Greater London; Hybrid; GBP 70,000 - 95,000; Full time

Job summary

DoorDash is seeking a Strategic Customer Success Manager to own a portfolio of high-value enterprise accounts across EMEA, focusing on retention, expansion and measurable outcomes. You will act as a trusted advisor to senior stakeholders and drive account strategy with cross-functional partners.

This commercially driven role requires owning NRR, leading executive reviews, coordinating with Sales, Product and Operations, and shaping best practices.

Qualifications

• Significant experience in Customer Success or Account Management within B2B SaaS, ideally with enterprise customers
• Strong track record of driving retention, expansion, and commercial outcomes (NRR, upsell, cross-sell)
• Ability to engage with senior/C-level stakeholders and translate business goals into outcomes

Responsibilities

• Own a portfolio of strategic enterprise accounts with accountability for retention and expansion
• Lead account strategy and identify growth opportunities across product adoption and expansion
• Act as a trusted advisor to senior stakeholders, aligning platform capabilities to customer goals
• Drive value realisation using data and insights to demonstrate ROI and influence decisions
• Lead executive engagements, including QBRs, on-sites, and strategic reviews
• Identify and progress expansion opportunities, partnering with Sales as needed
• Monitor account performance and proactively identify risks and opportunities
• Champion customer needs internally to inform product and business decisions
• Collaborate cross-functionally with Sales, Product, and Operations to meet goals
• Contribute to team development, onboarding, mentoring, and evolving best practices

Skills

Enterprise SaaS

Strategic account management

Executive stakeholder management

Data-driven decision making

Cross-functional collaboration

Retention & expansion focus

Job description

About the Team

Our Strategic Customer Success team sits within DoorDash's In-Store business unit, focused on driving long-term value, retention, and expansion across our largest enterprise customers in EMEA.

We operate as strategic partners to our clients - combining commercial acumen, data-driven insight, and operational expertise to drive measurable business outcomes. The team brings together experience across consulting, account strategy, and hospitality, with a strong focus on ownership, accountability, and delivering impact.

About the Role

As a Strategic Customer Success Manager, you will own a portfolio of high-value enterprise accounts, with clear responsibility for retention, growth, and customer outcomes.

You will act as a trusted advisor to senior stakeholders, leading account strategy, identifying expansion opportunities, and ensuring customers realise measurable value from the platform. This is a commercially focused role, requiring strong ownership of Net Revenue Retention (NRR), expansion, and long-term account growth.

Success in this role will be measured by retention, expansion, NRR performance, and the ability to drive measurable customer outcomes.

You will also play a key role in shaping team standards, supporting onboarding, and contributing to the development of a high-performing Customer Success function.

This role requires ~25% travel and is suited to someone comfortable operating in a fast-paced, high-growth environment.

You’re excited about this opportunity because you will…

• Own a portfolio of strategic enterprise accounts, with accountability for retention, expansion, and Net Revenue Retention (NRR)
• Lead account strategy, identifying growth opportunities across product adoption, feature penetration, and commercial expansion
• Act as a trusted advisor to senior stakeholders, aligning platform capabilities to customer business goals and KPIs
• Drive value realisation, using data and insights to demonstrate ROI and influence customer decision‑making
• Lead executive‑level engagements, including QBRs, on‑sites, and strategic reviews
• Identify and progress expansion opportunities, partnering closely with Sales where required
• Monitor account performance, using data to proactively identify risks and opportunities
• Champion the customer internally, ensuring feedback and insights inform product and business decisions
• Collaborate cross‑functionally with Sales, Product, and Operations to deliver against customer and business goals
• Contribute to team development, supporting onboarding, mentoring, and evolving best practices

We’re excited about you because…

• You have significant experience in Customer Success or Account Management within B2B SaaS, ideally working with enterprise customers
• You have a strong track record of driving retention, expansion, and commercial outcomes (e.g. NRR, upsell, cross‑sell)
• You are comfortable operating at a strategic level, building relationships with senior and C‑level stakeholders
• You bring strong commercial acumen, with the ability to identify and progress revenue opportunities
• You are highly data‑driven, using insights to inform decisions and influence customers
• You have experience working cross‑functionally with Sales, Product, and Engineering teams
• You are confident leading executive conversations, QBRs, and strategic planning sessions
• You have a strong understanding of hospitality or operational workflows, or a clear interest in the space
• You are proactive, structured, and comfortable operating in a fast‑paced, evolving environment

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.