Customer Success Manager

DoorDash is a technology and logistics company focused on empowering local economies. The Customer Success Manager (CSM) will own the ongoing success of small-to-medium-sized merchants using DoorDash Commerce Platform products, ensuring they adopt the products, achieve their goals, and grow their business over time.

Responsibilities:

• Managing a portfolio of merchants and serving as the primary owner of the post-launch customer experience
• Driving ongoing engagement through check-ins, performance reviews, and proactive outreach
• Monitoring account health, identifying churn risks early, and building action plans to address them
• Coordinating with internal teams (Support, Product, Operations, Sales) to resolve issues and unblock merchant progress
• Ensuring merchants are fully utilizing our suite of products, including Online Ordering, mobile apps, loyalty, and CRM tools
• Managing escalations and high-risk situations with a solutions-oriented mindset
• Tracking action items and ensuring consistent follow-through so nothing falls through the cracks
• Gathering and synthesizing merchant feedback to inform product improvements and operational processes
• Own a portfolio of merchants and directly impact retention, growth, and customer satisfaction
• Build strong relationships with merchants and become a trusted advisor to their business
• Proactively identify risks and drive solutions before they escalate into churn
• Lead customer conversations, including performance reviews, escalation calls, and strategic check-ins
• Partner cross-functionally with Product, Support, Sales, and Operations to resolve issues and improve the merchant experience Become a subject matter expert on DoorDash Commerce Platform products and how merchants use them to grow
• Use data (orders, revenue, engagement) to inform decisions and guide customer conversations
• Help define and build Customer Success processes, playbooks, and best practices from the ground up
• Operate in a fast-paced, evolving environment where you can take ownership and drive meaningful impact
• Identify opportunities to improve workflows, product adoption, and merchant outcomes

Requirements:

• Bachelor's degree or equivalent work experience
• 3–5 years of experience in customer success, account management, onboarding, or other customer-facing roles within 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, with 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 and track follow-through 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