Senior Customer Success Manager
DoorDash, Inc.
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Avantages offerts par ce poste
Résumé du poste
DoorDash is seeking a Senior Customer Success Manager to drive strategic partnerships, retention, and growth across a portfolio of high-value SMB customers. This role is high-touch, relationship-driven, and focuses on onboarding, adoption, renewal, and expansion as a trusted advisor.
You will work closely with Account Management to drive long-term customer success and revenue growth, leveraging data to inform decisions and improve outcomes across the customer lifecycle.
Qualifications
- 5+ years of experience in Customer Success, Account Management, or similar customer-facing role.
- Experience managing a portfolio of customers with varying levels of complexity.
- Strong verbal and written communication skills.
- Data-driven with ability to interpret performance metrics and translate insights.
Responsabilités
- Own a high-value portfolio of customers in key strategic markets, delivering high-touch engagement to drive retention and expansion.
- Oversee the full customer lifecycle from onboarding to renewal and growth, ensuring measurable ROI.
- Lead tailored account strategies and executive business reviews with senior stakeholders.
- Act as a trusted advisor, building relationships with decision-makers to influence outcomes.
- Partner closely with Account Managers to drive expansion opportunities and seamless customer experience.
- Utilize data to identify risks and opportunities and provide data-informed recommendations.
- Influence cross-functional strategy by surfacing portfolio insights for product, GTM, and customer experience improvements.
Connaissances
Description du poste
The Customer Success Team is part of DoorDash's In-Store Business Unit and serves as the heartbeat of our customers. We are a diverse, global team working to help our customers meet and exceed their business goals through creative problem-solving, data and deep product knowledge, always with a customer centric approach. Our team is a group of empathetic relationship builders, curious minds, doers, thinkers, strategizers, and friendly humans who are passionate about supporting the hospitality industry.
The Customer Success Team is part of DoorDash's In-Store Business Unit and serves as the heartbeat of our customers. We are a diverse, global team working to help our customers meet and exceed their business goals through creative problem-solving, data and deep product knowledge, always with a customer centric approach. Our team is a group of empathetic relationship builders, curious minds, doers, thinkers, strategizers, and friendly humans who are passionate about supporting the hospitality industry.
We are looking for a Senior Customer Success Manager (Senior CSM) to drive strategic partnership, retention, and growth across a portfolio of our highest-value and complex SMB customers. This is a high-touch, relationship-driven role focused on delivering measurable business outcomes across the full customer lifecycle, including onboarding, adoption, renewal, and expansion. As a Senior CSM, you will operate as a trusted advisor to key stakeholders, partnering closely with Account Management to drive long-term customer success and revenue growth.
- Own a High-Value Book of Business. Manage a tailored, high-value portfolio of customers in key strategic markets, delivering deep, high-touch engagement to drive strong customer health, retention, and expansion.
- Drive End-to-End Customer Outcomes. Own the full customer lifecycle—from onboarding and adoption through renewal and growth—ensuring customers realize measurable ROI and long-term value from our platform.
- Lead High-Impact Customer Engagement. Develop and execute tailored account strategies, including leading high-impact business reviews and planning sessions with senior and executive stakeholders.
- Act as a Trusted Advisor. Build deep relationships with key decision-makers, providing strategic guidance that influences customer business outcomes and long-term success.
- Partner Closely with Account Management. Collaborate in a highly integrated way with Account Managers to drive expansion opportunities, co-own growth strategy, and deliver a seamless customer experience.
- Leverage Data to Drive Business Impact. Analyze customer performance, ROI, and product adoption to proactively identify risks and opportunities, and drive data-informed recommendations at both the account and portfolio level.
- Influence Cross-Functional Strategy. Surface insights from your portfolio to inform product, go-to-market, and customer experience improvements, acting as a voice of the customer internally.
- You have 5+ years of experience working in Customer Success, Account Management, or a similar customer-facing role with strong verbal and written communication skills.
- You have experience managing a portfolio of customers with varying levels of complexity, and can balance efficiency with personalization.
- You are comfortable building relationships with stakeholders and can influence outcomes through strong communication and business acumen.
- You are data-driven, with the ability to interpret performance metrics and translate insights into actionable strategies.
- You are highly organized, with the ability to manage multiple priorities while maintaining attention to detail and focus on strategic objectives.
- You are passionate about helping customers succeed and have a natural curiosity for understanding business challenges and solving problems.
- Prior experience working in the hospitality or restaurant industry is a strong plus.
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.
In addition to base salary, the compensation for this role includes opportunities for sales commission. Talk to your recruiter for more information.
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.
- 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.
$81,600—$120,000 USD
The total on-target earnings (base + commissions) for this position within the United States, including Illinois and Colorado.
$102,000—$150,000 USD
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.
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.
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.
We used Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provided Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound from August 21, 2023, through December 21, 2023. We resumed using Covey Scout for Inbound again on June 29, 2024, and ceased using Covey Scout for Inbound on April 30, 2026.
The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here:
https://getcovey.com/nyc-local-law-144.
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