Senior Customer Success Manager
About the Team
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.
Responsibilities
- 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.
Qualifications
- 5+ 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 can balance efficiency with personalization.
- Comfortable building relationships with stakeholders and can influence outcomes through strong communication and business acumen.
- Data‑driven, 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.
- 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.
Pay
The national base pay range for this position within the United States (including Illinois and Colorado) is $81,600—$120,000 USD. Actual compensation within the range will be decided based on skills, prior relevant experience, and specific work location; base salary is localized according to employee work location. In addition to base salary, the role includes opportunities for sales commission, with total on‑target earnings (base + commissions) ranging from $102,000—$150,000 USD.
Benefits
- 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)
- Medical, dental, and vision benefits
- 11 paid holidays
- Disability and basic