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...

• You’re excited about owning a portfolio of merchants and directly impacting retention, growth, and customer satisfaction
• You enjoy building strong relationships with merchants and becoming a trusted advisor to their business
• You have proven ability to manage a portfolio of accounts and drive outcomes with strong ownership and accountability
• You have exceptional written and verbal communication skills, with the ability to handle challenging or high-emotion conversations
• You have experience identifying customer risk, managing escalations, and driving retention
• You have strong problem-solving skills with the ability to diagnose root causes and develop actionable solutions
• You have the ability to manage multiple priorities and track follow-through with strong attention to detail
• You have experience working cross-functionally with internal teams to resolve issues and improve the merchant experience
• You are a subject matter expert on DoorDash Commerce Platform products and how merchants use them to grow
• You use data (orders, revenue, engagement) to inform decisions and guide customer conversations
• You have the ability to define and build Customer Success processes, playbooks, and best practices from the ground up
• You operate in a fast-paced, evolving environment where you can take ownership and drive meaningful impact
• You identify opportunities to improve workflows, product adoption, and merchant outcomes

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).