Customer Success Manager

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $74.8k - $110k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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DoorDash

WebsiteLinkedInAll Job Openings

10,000+ employees

🍽️ Food & Beverage

📦 Logistics

🛍️ eCommerce

Food & Beverage • Logistics • eCommerce

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

• Manage a portfolio of small-to-medium-sized merchants and own the post-launch customer experience • Drive merchant engagement through check-ins, performance reviews, and proactive outreach • Monitor account health, identify churn risks, and build action plans • Coordinate with Support, Product, Operations, and Sales to resolve issues and unblock merchant progress • Ensure merchants utilize Online Ordering, mobile apps, loyalty, and CRM tools • Manage escalations and high-risk situations • Track action items and ensure consistent follow-through • Gather and synthesize merchant feedback to inform product and operational improvements • Lead customer performance reviews, escalation calls, and strategic check-ins • Use orders, revenue, and engagement data to guide decisions and customer conversations • Build Customer Success playbooks, processes, and account health frameworks • 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 customer-facing technology, SaaS, or marketplace roles • Ability to manage a portfolio of accounts and drive outcomes with ownership and accountability • Exceptional written and verbal communication skills, including handling challenging or high-emotion conversations • Experience identifying customer risk, managing escalations, and driving retention • Strong problem-solving skills and ability to diagnose root causes and develop actionable solutions • Ability to manage multiple priorities and track follow-through with attention to detail • Experience working cross-functionally with internal teams to resolve issues and drive results • Bias for action and ability to operate 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 • Paid sick leave • Medical benefits • Dental benefits • Vision benefits • 11 paid holidays • Disability insurance • Basic life insurance • Family-forming assistance • Mental health program • Flexible paid time off/vacation for salaried roles • 80 hours of paid sick time per year for salaried roles • Premium healthcare • Wellness expense reimbursement