Customer Success Manager

DoorDash’s Customer Success Team is part of the In-Store Business Unit and serves as the heartbeat of our customers. We are a diverse, global team working to help our customers meet their business goals through creative problem-solving, data, and deep product knowledge, always with a customer-centric approach. Our team consists 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 Customer Success Manager (CSM) to drive the long-term success of our customers by supporting them across the full lifecycle, including activation, adoption, and growth. This role blends scaled execution with higher-touch relationship management, ensuring customers receive a personalized experience while still operating efficiently across a broader portfolio. Through meaningful engagement and innovative technology solutions, you will empower restaurant and hospitality operators to achieve their business goals and maximize the value of our platform.

Responsibilities

• Manage a Hybrid Book of Business: Own a mid-sized portfolio of customers, balancing scaled engagement with more personalized, higher-touch interactions, including in-person meetings, to drive strong customer health and adoption.
• Drive Adoption, Retention, and Growth: Execute success strategies across onboarding, product adoption, and ongoing engagement to achieve gross and net retention targets, while identifying expansion opportunities and partnering with Account Management to drive growth.
• Deliver Personalized Customer Experiences: Develop and execute tailored success plans and business reviews, with a mix of virtual and in-person engagement, building deeper relationships with key stakeholders.
• Act as a Trusted Advisor: Build strong, long-lasting relationships with customers, guiding them on best practices and helping them achieve measurable business outcomes through our platform.
• Leverage Data to Drive Strategy: Maintain data integrity and analyze key metrics, including ROI and product usage, to identify opportunities, mitigate risk, and make informed recommendations that improve customer performance.
• Build Product and Industry Expertise: Become an expert on the SevenRooms platform, providing both technical and strategic guidance to help customers optimize their use of our solutions.
• Collaborate Cross-Functionally: Partner closely with Account Management, Sales, Product, and other teams to ensure a seamless customer experience and drive alignment on customer goals and growth opportunities.

Requirements

• 3+ years of experience working in Customer Success, Account Management, or a similar customer-facing role with strong verbal and written communication skills.
• Experience managing a portfolio of customers with varying levels of complexity, and ability to balance efficiency with personalization.
• Comfort building relationships with stakeholders and influencing outcomes through strong communication and business acumen.
• Data-driven mindset with the ability to interpret performance metrics and translate insights into actionable strategies.
• Highly organized with the ability to manage multiple priorities while maintaining attention to detail and focus on strategic objectives.
• Passion for helping customers succeed and a natural curiosity for understanding business challenges and solving problems.
• Prior experience working in the hospitality or restaurant industry is a strong plus.

Pay

Actual compensation within the pay range 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. The national base pay range for this position within the United States, including Illinois and Colorado, is $63,680—$93,600 USD. In addition to base salary, the compensation for this role includes opportunities for sales commission. The total on-target earnings (base + commissions) range is $79,600—$117,000 USD.

Benefits

• 401(k) plan with employer matching
• 16 weeks of paid parental leave
• Wellness benefits and commuter benefits match
• Paid time off and paid sick leave in compliance with applicable laws (e.g., Colorado Healthy Families and Workplaces Act)
• Medical, dental, and vision benefits
• 11 paid holidays
• Disability and basic life insurance
• Family-forming assistance
• Mental health program

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).