Senior Customer Success Manager

<div class="content-intro"><p><img style="display: none; max-width: 100%;" src="https://click.appcast.io/greenhouse-te8/a31.png?ent=34&e=22630&t=1701374353806" width="1px"> <img style="display: none; max-width: 100%;" src="https://track.jobadx.com/v1/i.gif?utm_pixel=224e990b-8ff4-4287-8d5d-2ff09647f181&utm_ptz=EST&utm_rqt=track" alt="" width="1"></p></div><h2 data-local-id="4902acbad556" data-prosemirror-content-type="node" data-prosemirror-node-name="heading" data-prosemirror-node-block="true" data-pm-slice="0 0 []"><strong data-prosemirror-content-type="mark" data-prosemirror-mark-name="strong">About the Team</strong></h2> <p data-local-id="7629a1dafbef" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true">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.</p> <h2 data-local-id="e9ec0002c468" data-prosemirror-content-type="node" data-prosemirror-node-name="heading" data-prosemirror-node-block="true"><strong data-prosemirror-content-type="mark" data-prosemirror-mark-name="strong">About the Role</strong></h2> <p data-local-id="e79029b51e9e" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true">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.</p> <h2 data-local-id="e5bfd59c98d1" data-prosemirror-content-type="node" data-prosemirror-node-name="heading" data-prosemirror-node-block="true"><strong data-prosemirror-content-type="mark" data-prosemirror-mark-name="strong">You’re excited about this opportunity because you will…</strong></h2> <ul> <li data-local-id="498c8c2814b4" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true"><strong data-prosemirror-content-type="mark" data-prosemirror-mark-name="strong">Own a High-Value Book of Business. </strong>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.</li> <li data-local-id="5714b2d02bf2" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true"><strong data-prosemirror-content-type="mark" data-prosemirror-mark-name="strong">Drive End-to-End Customer Outcomes.</strong> 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.</li> <li data-local-id="845e170bcb76" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true"><strong data-prosemirror-content-type="mark" data-prosemirror-mark-name="strong">Lead High-Impact Customer Engagement. </strong>Develop and execute tailored account strategies, including leading high-impact business reviews and planning sessions with senior and executive stakeholders.</li> <li data-local-id="d16f11ea8a6f" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true"><strong data-prosemirror-content-type="mark" data-prosemirror-mark-name="strong">Act as a Trusted Advisor. </strong>Build deep relationships with key decision-makers, providing strategic guidance that influences customer business outcomes and long-term success.</li> <li data-local-id="9ab342438585" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true"><strong data-prosemirror-content-type="mark" data-prosemirror-mark-name="strong">Partner Closely with Account Management. </strong>Collaborate in a highly integrated way with Account Managers to drive expansion opportunities, co-own growth strategy, and deliver a seamless customer experience.</li> <li data-local-id="028464eb1f4a" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true"><strong data-prosemirror-content-type="mark" data-prosemirror-mark-name="strong">Leverage Data to Drive Business Impact. </strong>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.</li> <li data-local-id="68ad9e2cb149" data-prosemirror-content-type="node" data-prosemirror-node-name="paragraph" data-prosemirror-node-block="true"><strong data-prosemirror-content-type="mark" data-prosemirror-mark-name="strong">Influence Cross-Functional Strategy. </strong>Surface insights from your portfolio to inform product, go-to-market, and customer experience improvements, acting as a voice of the customer internally.</li> </ul> <h2 data-local-id="bac7b446fcd8" data-prosemirro