Strategic Customer Success Manager

Our Strategic Customer Success team sits within Door Dash’s In-Store business unit, focused on driving long-term value, retention, and expansion across our largest enterprise customers in EMEA.

We operate as strategic partners to our clients — combining commercial acumen, data-driven insight, and operational expertise to drive measurable business outcomes. The team brings together experience across consulting, account strategy, and hospitality, with a strong focus on ownership, accountability, and delivering impact.

As a Strategic Customer Success Manager, you will own a portfolio of high-value enterprise accounts, with clear responsibility for retention, growth, and customer outcomes.

You will act as a trusted advisor to senior stakeholders, leading account strategy, identifying expansion opportunities, and ensuring customers realise measurable value from the platform. This is a commercially focused role, requiring strong ownership of Net Revenue Retention (NRR), expansion, and long‑term account growth.

Success in this role will be measured by retention, expansion, NRR performance, and the ability to drive measurable customer outcomes.

You will also play a key role in shaping team standards, supporting onboarding, and contributing to the development of a high-performing Customer Success function.

This role requires ~25% travel and is suited to someone comfortable operating in a fast‑paced, high‑growth environment.

• Own a portfolio of strategic enterprise accounts, with accountability for retention, expansion, and Net Revenue Retention (NRR)
• Lead account strategy, identifying growth opportunities across product adoption, feature penetration, and commercial expansion
• Act as a trusted advisor to senior stakeholders, aligning platform capabilities to customer business goals and KPIs
• Drive value realisation, using data and insights to demonstrate ROI and influence customer decision‑making
• Lead executive‑level engagements, including QBRs, on‑sites, and strategic reviews
• Identify and progress expansion opportunities, partnering closely with Sales where required
• Monitor account performance, using data to proactively identify risks and opportunities
• Champion the customer internally, ensuring feedback and insights inform product and business decisions
• Collaborate cross‑functionally with Sales, Product, and Operations to deliver against customer and business goals
• Contribute to team development, supporting onboarding, mentoring, and evolving best practices

• You have significant experience in Customer Success or Account Management within B2B SaaS, ideally working with enterprise customers
• You have a strong track record of driving retention, expansion, and commercial outcomes (e.g. NRR, upsell, cross‑sell)
• You are comfortable operating at a strategic level, building relationships with senior and C‑level stakeholders
• You bring strong commercial acumen, with the ability to identify and progress revenue opportunities
• You are highly data‑driven, using insights to inform decisions and influence customers
• You have experience working cross‑functionally with Sales, Product, and Engineering teams
• You are confident leading executive conversations, QBRs, and strategic planning sessions
• You have a strong understanding of hospitality or operational workflows, or a clear interest in the space
• You are proactive, structured, and comfortable operating in a fast‑paced, evolving environment

At Door Dash, our mission to empower local economies shapes how our team members move quickly, learn, and reiterate in order to make impactful decisions that display empathy for our range of users—from Dashers to merchant partners to consumers. We are a technology and logistics company that started with door‑to‑door delivery, and we are looking for team members who can help us go from a company that is known for delivering food to a company that people turn to for any and all goods.

Door Dash is growing rapidly and changing constantly, which gives our team members the opportunity to share their unique perspectives, solve new challenges, and own…