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Customer Success Manager

1 week, 3 days ago
United States
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
CRM
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 91

Description

  • Manage a portfolio of SMB merchants as the primary owner of the post-launch customer experience.
  • Drive ongoing 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 merchant progress.
  • Manage escalations and high-risk situations with a solutions-oriented approach.
  • Ensure merchants are fully utilizing products such as online ordering, mobile apps, loyalty, and CRM tools.
  • Track action items and ensure consistent follow-through on commitments.
  • 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 and build Customer Success playbooks, processes, and account health frameworks.

Requirements

  • Bachelor’s degree or equivalent work experience.
  • 3–5 years of experience in customer success, account management, onboarding, or other customer-facing roles in 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, 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 $102,000 to $150,000 USD.
  • Opportunities for equity grants.
  • 401(k) plan with employer matching.
  • 16 weeks of paid parental leave.
  • Medical, dental, and vision insurance.
  • 11 paid holidays plus paid time off and paid sick leave.
  • Wellness benefits, including a mental health program.
  • Commuter benefits match and family-forming assistance.

Interested in this position?

Apply directly on the company website

Apply Now

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