Customer Success Manager

🕒 6 days ago

🌵 Arizona, California, +1 more states – Remote

🌵 Arizona – Remote 🏄 California – Remote 🗽 New York – Remote

💵 $102k - $150k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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DoorDash

WebsiteLinkedInAll Job Openings

10,000+ employees

🛍️ eCommerce

🚗 Transport

eCommerce • Marketing • Transport

DoorDash is a leading food delivery service that connects customers with local businesses and restaurants. By empowering local economies, DoorDash facilitates the growth and success of restaurants and retailers, offering a flexible work environment for its employees. The company emphasizes innovation and aims to redefine the local commerce experience while providing extensive benefits and opportunities for team members across various career areas.

📋 Description

• 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 • Defining and building the foundation of the Customer Success function, including 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 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

🏖️ Benefits

• 401(k) plan with employer matching • 16 weeks of paid parental leave • Wellness benefits • Commuter benefits match • Paid time off and paid sick leave • Medical, dental, and vision benefits • 11 paid holidays • Disability and basic life insurance • Family-forming assistance • Mental health program