Senior Customer Success Manager

The Customer Success team sits within Door Dash’s In-Store business and serves as a strategic partner to hospitality operators across the UK. We help restaurants maximize revenue, improve operational efficiency, and deliver exceptional guest experiences through data-driven recommendations, proactive partnership, and deep product expertise.

We are a fast-paced, highly collaborative team that values strategic thinking, accountability, curiosity, and customer impact. The strongest team members are not just relationship-builders - they are trusted advisors who can influence customer behaviour, drive adoption, and proactively identify growth opportunities.

We’re looking for a strategic and commercially minded Senior Customer Success Manager to manage and grow a portfolio of SMB and mid-market hospitality customers.

Success in this position requires someone who can proactively identify customer risks and opportunities, influence stakeholder behaviour, and drive measurable business outcomes  will act as a consultative partner to restaurant operators, helping them maximise ROI from Seven Rooms while balancing retention, adoption, transaction growth, and expansion opportunities.

• Own and grow a portfolio of hospitality customers across retention, adoption, optimisation, and expansion opportunities
• Build strategic success plans aligned to customer business goals and drive measurable business outcomes
• Analyze customer health, adoption, transaction trends, engagement, and ROI data to proactively identify risks and growth opportunities
• Become a product expert on Seven Rooms, guiding customers through operational workflows, integrations, feature adoption, and optimization strategies
• Lead impactful business reviews and customer conversations that influence stakeholder behavior and drive action
• Partner cross-functionally with Account Management, Product, Support, and Marketing teams to deliver thoughtful, customer-centric solutions
• Balance strategic account planning with high-volume portfolio management in a fast-paced environment
• Work alongside collaborative, high-performing teammates while helping hospitality operators transform guest experiences through innovative technology

• You have 3+ years of experience in Customer Success, Account Management, Consulting, or other customer-facing SaaS roles
• You have experience managing a portfolio of SMB, Mid-Market, or Strategic accounts
• You can demonstrate measurable customer impact across retention, adoption, and expansion
• You are proactive and strategic in prioritising competing customer needs
• You are comfortable influencing customers, creating urgency, and driving accountability through consultative conversations
• You have strong executive communication and stakeholder management skills
• You are commercially minded and able to identify growth opportunities through customer discovery and data
• You can simplify complex operational and product workflows into clear, actionable recommendations
• You are highly data-driven and comfortable using tools such as Salesforce, Gainsight, Gong, Tableau, Looker, Vitally, Churn Zero, or similar
• You can connect product adoption and customer behaviour to measurable business outcomes and ROI
• You thrive in fast-paced, high-growth environments with ambiguity and changing priorities
• You are collaborative, coachable, and naturally curious

Successful CSMs at Seven Rooms:

• Operate proactively and anticipate customer risks and opportunities before they surface
• Influence customers to take action and adopt best practices that drive measurable business outcomes
• Prioritize effectively across a large and diverse portfolio of accounts
• Build trusted relationships while balancing empathy with accountability
• Use data and operational insights to drive strategic recommendations
• Create urgency around growth opportunities and operational improvements
• Act as strategic partners to hospitality operators

If you need any accommodations, please inform your recruiting contact upon initial connection.