Customer Success Manager

About The Team

DoorDash Commerce Platform is DoorDash’s first restaurant software-as-a-service business unit – offering a suite of products and services across online ordering, branded mobile apps, loyalty solutions, and more that enable merchants to reach customers through their own first-party channels. Our newly launched Commerce Platform Merchant Success Operations pod focuses on ensuring merchants have a seamless experience not only during onboarding and launch, but throughout their lifecycle with our platform. Our team strives to drive long-term success by helping merchants adopt our products, grow their business, and realize ongoing value. Within this pod, the Customer Success team plays a critical role in retention, adoption, and merchant growth. This team owns the post-launch experience, proactively working to ensure merchants are successful, engaged, and continuing to see value from our platform.

About The Role

The Customer Success Manager (CSM) is responsible for owning and driving the ongoing success of our small-to-medium-sized (SMB) merchants using DoorDash Commerce Platform products. This role is the primary point of contact post-launch, ensuring merchants adopt our products, achieve their goals, and continue to grow their business over time. The CSM acts as the merchants’ “quarterback” post-launch — proactively managing relationships, identifying risks, coordinating cross-functional teams, and driving outcomes that improve retention, adoption, and overall merchant satisfaction.

On a Day-to-day Basis

• Working closely with Onboarding, Sales, Support, and Product teams to ensure merchants continue to succeed after launch
• Serving as the primary owner of the post-launch customer experience
• Driving ongoing engagement through check-ins, performance reviews, and proactive outreach
• Monitoring account health, identifying churn risks early, and building action plans to address them
• Coordinating with internal teams (Support, Product, Operations, Sales) to resolve issues and unblock merchant progress
• Ensuring merchants are fully utilizing our suite of products, including Online Ordering, mobile apps, loyalty, and CRM tools
• Managing escalations and high-risk situations with a solutions-oriented mindset
• Tracking action items and ensuring consistent follow-through so nothing falls through the cracks
• Gathering and synthesizing merchant feedback to inform product improvements and operational processes

We’re Excited About You Because...

• Bachelor’s degree or equivalent work experience
• 3–5 years of experience in customer success, account management, onboarding, or other customer-facing roles within a technology, SaaS, or marketplace environment
• Proven ability to manage a portfolio of accounts and drive outcomes with strong ownership and accountability
• Exceptional written and verbal communication skills, with the ability to handle challenging or high-emotion conversations
• Experience identifying customer risk, managing escalations, and driving retention
• Strong problem-solving skills with the ability to diagnose root causes and develop actionable solutions
• Able to manage multiple priorities and track follow-through with strong attention to detail
• Experience working cross-functionally with internal teams to resolve issues and drive results
• Bias for action and ability to operate effectively in ambiguous, fast-paced environments
• Identify opportunities to improve workflows, product adoption, and merchant outcomes

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.

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).

Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only

If you need any accommodations, please inform your recruiting contact upon initial connection. Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only 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.