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Customer Success Manager

11 hours, 9 minutes ago
United States
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
Apply Now
DoorDash

DoorDash

DoorDash empowers small business owners by providing an affordable and convenient platform for local delivery services, primarily focusing on restaurant food delivery.

Air Freight & Logistics
10K-50K
Founded 2012
View All Jobs 40

Description

  • Manage a portfolio of SMB merchants as the primary owner of the post-launch customer experience.
  • Drive ongoing merchant engagement through check-ins, performance reviews, and proactive outreach.
  • Monitor account health, identify churn risks early, and build action plans to address them.
  • Coordinate with Support, Product, Operations, Sales, and onboarding teams to resolve issues and unblock progress.
  • Ensure merchants fully utilize Commerce Platform products such as online ordering, mobile apps, loyalty, and CRM tools.
  • Manage escalations and high-risk situations with a solutions-oriented approach.
  • Track action items and follow through to ensure commitments are completed.
  • Gather and synthesize merchant feedback to inform product improvements and operational processes.
  • Lead customer conversations including strategic check-ins, performance reviews, and escalation calls.
  • Help define Customer Success playbooks, processes, and account health frameworks from the ground up.

Requirements

  • Bachelor’s degree or equivalent work experience.
  • 3–5 years of experience in customer success, account management, onboarding, or another customer-facing role in a technology, SaaS, or marketplace environment.
  • Proven ability to manage a portfolio of accounts with strong ownership and accountability.
  • Exceptional written and verbal communication skills, including 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.
  • Ability to manage multiple priorities 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.
  • Tech-savvy and comfortable understanding product functionality and troubleshooting issues at a high level.

Benefits

  • Base salary range of $74,800 to $110,000 USD.
  • 401(k) plan with employer matching.
  • 16 weeks of paid parental leave.
  • Medical, dental, and vision benefits.
  • 11 paid holidays.
  • Disability and basic life insurance.
  • Flexible paid time off/vacation for salaried roles, plus 80 hours of paid sick time per year.
  • Wellness benefits, commuter benefits match, family-forming assistance, and a mental health program.

Interested in this position?

Apply directly on the company website

Apply Now

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