Senior Customer Success Manager

The posting, as DoorDash wrote it

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.

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 i

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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.

Notice Regarding Use of AI and Automated Tools: To streamline our hiring process, DoorDash utilizes an automated recruitment tool called Metaview.

How it works: Metaview assists our recruiting team by evaluating job related qualifications and characteristics in connection with hiring. The tool is designed and used to support - rather than replace - human decision-making; trained personnel make final decisions with meaningful human review and oversight, and DoorDash does not use Metaview or other AI-enabled tool in a manner that has the effect of subjecting applicants or employees to discrimination based on any protected characteristic or proxy or for engaging in any protected activity under applicable law.

Data Retention, Privacy & Bias Audit: Data collected during this process is retained in accordance with our Candidate Privacy Policy https://help.doordash.com/en-us/legal/article/ax-privacy-notice and applicable state laws. In compliance with New York City Local Law 144, the independent bias audit summary for Metaview is publicly available for review at https://trust.warden-ai.com/metaview/application-review .