Client Success Manager, Scale, DoorDash for Business

DoorDash, Inc.; Atlanta (GA); On-site; USD 89,000 - 132,000; Full time

Benefits offered by this job

401(k) plan with employer matching

Paid parental leave (16 weeks)

Wellness benefits

Commuter benefits matches

Paid time off

Paid sick leave

Medical, dental, and vision benefits

Job summary

DoorDash, Inc. is seeking a Scaled Client Success Manager in the United States to drive product adoption, onboarding, and activation for a pooled segment of longtail unmanaged customers in North America. You will partner with cross-functional teams to turn insights into scalable enablement programs and expand usage of existing features.

You will manage education and onboarding at scale, lead targeted campaigns, and help customers realize more value from DoorDash for Business.

Qualifications

• Minimum 2 years of experience in digital customer success, consultative sales or product operations.
• Can identify whitespace within complex customer organizations and translate customer needs into scalable product opportunities.
• Have proven capability to thrive in an ambiguous environment.

Responsibilities

• Own onboarding and activation programs at scale, including group training sessions and lifecycle communications.
• Lead customer conversations to review programs, diagnose gaps, and prescribe next steps with new products or use cases.
• Use data to spot signals of product growth, diagnose activation bottlenecks, and provide data-backed recommendations.
• Test and iterate on campaigns and digital touchpoints to move adoption.

Skills

Digital client success

Consultative sales

Product operations

Data analysis

Cross-functional collaboration

Effective communication

Job description

About the Team

Our mission is to promote growth in local economies by building connections with businesses across the nation and expanding access to the DoorDash platform. The DoorDash for Business Client Success Team drives product adoption, usage, and expansion across our longtail unmanaged customers with a focus on onboarding and new use-case development. Our team is client facing while also leveraging a one-to-many, tech-touch model: lifecycle campaigns, group training,and automation, leveraging customer signals. The goal is to accelerate product stickiness and unlock growth at scale.

Client Success is a great place to build both hard and soft skills, including consultative product expertise, data-driven decision making, and cross-functional collaboration, as the link between what customers need and what we build.

About the Role

Scaled Client Success Managers own product adoption, education, and onboarding for a pooled segment of our longtail unmanaged customers in North America. You'll be a proactive, solutions-oriented partner who delivers enablement and activation at scale through digital-first programs and remaining client facing while you introduce new products and features and help customers get more out of the ones they already use.

Reporting to the Manager, Client Success, you'll partner with S&O (Strategy & Operations), Analytics, and Product to turn insights into programs that unlock value across a large book of customers.

We're making a big bet that there's significant untapped potential in our self-service accounts. As part of a growing team, you'll help refine and scale our customer onboarding and activation motion while growing alongside the function.

You’re excited about this opportunity because you will…

• Support a pooled segment of customers through a one-to-many model, prioritizing outreach by signal rather than account by account


• Own customer education and onboarding programs at scale: group training sessions, email campaigns, and lifecycle communications


• Become an expert in the DoorDash for Business suite of products and drive adoption through targeted, repeatable plays


• Lead customer conversations that review a customer's program, diagnose gaps, and prescribe next steps, including new products, new use cases, or increased usage


• Use data to spot signals of product growth, diagnose activation bottlenecks, and turn them into data-backed recommendations


• Test and iterate on campaigns and digital touchpoints, measuring what moves adoption

We’re excited about you because you…

• Minimum 2 years of experience in digital customer success, consultative sales or product operations


• Can identify whitespace within complex customer organizations and translate customer needs into scalable product opportunities.


• Have proven capability to thrive in an ambiguous environment.


• Are an effective communicator, both verbally and in writing.


• Have the ability to analyze, pull, and coordinate data across multiple sources.


• Have the ability to learn independently and juggle multiple priorities.


• Proactively inform teams of your workflow and raise your hand for special projects.


• Actively seek guidance from peers and cross-functional partners, and both ask for and action feedback.


• Know how to take broad challenges or opportunities and turn them into actionable projects with clear milestones and goals, with minimal guidance.


• Have experience in food delivery and/or at a SaaS company.

Compensation

Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. Base salary is localized according to employee work location.

DoorDash cares about you and your overall well-being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits match, paid time off and paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act). DoorDash also offers medical, dental, and vision benefits, 11 paid holidays, disability and basic life insurance, family-forming assistance, and a mental health program, among others.

To learn more about our benefits, visit our careers page here.

See below for paid time off details:

• For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.


• For hourly roles: vacation accrued at about 1 hour for every 25.97 hours worked (e.g. about 6.7 hours/month if working 40 hours/week; about 3.4 hours/month if working 20 hours/week), and paid sick time accrued at 1 hour for every 30 hours worked (e.g. about 5.8 hours/month if working 40 hours/week; about 2.9 hours/month if working 20 hours/week).

The national base pay range for this position within the United States, including Illinois and Colorado.

$89,400—$131,500 USD

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 by enabling door-to-door delivery, and we are looking for team members who can help us go from a company that is known as the place you order 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 including premium healthcare, wellness expense reimbursement, paid parental leave and more.

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.

Statement of Non-Discrimination: In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at DoorDash. We value a diverse workforce – people who identify as women, non-binary or gender non-conforming, LGBTQIA+, American Indian or Native Alaskan, Black or African American, Hispanic or Latinx, Native Hawaiian or Other Pacific Islander, differently-abled, caretakers and parents, and veterans are strongly encouraged to apply. Thank you to the Level Playing Field Institute for this statement of non-discrimination.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.

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

Notice Regarding Use of AI and Automated Tools: To streamline our hiring process, DoorDash utilizes an automated recruitment tool called Metaview.

How it works:Metaview assists our recruiting team by evaluating job related qualifications and characteristics in connection with hiring. The tool is designed and used to support - rather than replace - human decision-making; trained personnel make final decisions with meaningful human review and oversight, and DoorDash does not use Metaview or other AI-enabled tool in a manner that has the effect of subjecting applicants or employees to discrimination based on any protected characteristic or proxy or for engaging in any protected activity under applicable law.

Data Retention, Privacy & Bias Audit: Data collected during this process is retained in accordance with our Candidate Privacy Policy https://help.doordash.com/en-us/legal/article/ax-privacy-notice and applicable state laws. In compliance with New York City Local Law 144, the independent bias audit summary for Metaview is publicly available for review at https://trust.warden-ai.com/metaview/application-review.