Senior Customer Success Manager

DoorDash USA; San Francisco, Los Angeles (CA, CA); On-site; USD 82,000 - 120,000; Full time

Benefits offered by this job

401(k) plan with employer matching

Paid parental leave

Medical, dental, and vision benefits

11 paid holidays

Paid time off and paid sick leave

Disability and basic life insurance

Family-forming assistance

Mental health program

Job summary

DoorDash USA is seeking a Senior Customer Success Manager to drive strategic partnerships, retention, and growth across a high-value SMB portfolio in the In-Store Business Unit. This high-touch role partners with Account Management to deliver measurable outcomes across onboarding, adoption, renewal and expansion.

You will become a trusted advisor to senior stakeholders, lead tailored account strategies and business reviews, and work across product, GTM and customer experience teams to maximize

Qualifications

• 5+ years of experience in Customer Success or Account Management or similar customer-facing role.
• Experience managing a portfolio of customers with varying levels of complexity.
• Strong communication and business acumen to influence outcomes.
• Data-driven with ability to interpret performance metrics and translate insights into actions.
• Highly organized with ability to manage multiple priorities and strategic objectives.
• Passionate about helping customers succeed and solving problems.
• Prior hospitality/restaurant industry experience is a strong plus.

Responsibilities

• Own a high-value book of business with deep, high-touch engagement to drive health, retention, and expansion.
• Lead end-to-end customer outcomes from onboarding and adoption through renewal and growth.
• Develop and execute tailored account strategies, including senior stakeholder business reviews.
• Act as a trusted advisor and build relationships with key decision-makers to influence outcomes.
• Collaborate with Account Management to drive expansion opportunities and deliver seamless customer experience.
• Leverage data to identify risks and opportunities and provide data-informed recommendations at portfolio level.
• Surface portfolio insights to inform product, GTM, and customer experience improvements.

Skills

Customer Success

Account Management

Relationship Building

Data Analysis

Job description

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.

About the Role

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.

You’re excited about this opportunity because you will…

• 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.

We’re excited about you because…

• 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.

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.

$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

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.

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As described in our Applicant Privacy Notice, we ask candidates to respond to the below self-identification survey.

As set forth in DoorDash’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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