Senior Customer Success Manager

About the Team

The Customer Success Team is part of Door Dash's In-Store Business Unit and serves as the heartbeat of our customers. We are a diverse, global team working to help our customers meet and exceed their business goals through creative problem‑solving, data and deep product knowledge, always with a customer‑centric approach. Our team is a group of empathetic relationship builders, curious minds, doers, thinkers, strategizers, and friendly humans who are passionate about supporting the hospitality industry.

We are looking for a Senior Customer Success Manager (Senior CSM) to drive strategic partnership, retention, and growth across a portfolio of our highest‑value and complex SMB customers. This is a high‑touch, relationship‑driven role focused on delivering measurable business outcomes across the full customer lifecycle, including onboarding, adoption, renewal, and expansion. As a Senior CSM, you will operate as a trusted advisor to key stakeholders, partnering closely with Account Management to drive long‑term customer success and revenue growth.

• Own a High-Value Book of Business. Manage a tailored, high‑value portfolio of customers in key strategic markets, delivering deep, high‑touch engagement to drive strong customer health, retention, and expansion.
• Drive End-to-End Customer Outcomes. Own the full customer lifecycle—from onboarding and adoption through renewal and growth—ensuring customers realize measurable ROI and long‑term value from our platform.
• Lead High-Impact Customer Engagement. Develop and execute tailored account strategies, including leading high‑impact business reviews and planning sessions with senior and executive stakeholders.
• Act as a Trusted Advisor. Build deep relationships with key decision‑makers, providing strategic guidance that influences customer business outcomes and long‑term success.
• Partner Closely with Account Management. Collaborate in a highly integrated way with Account Managers to drive expansion opportunities, co‑own growth strategy, and deliver a seamless customer experience.
• Leverage Data to Drive Business Impact. Analyze customer performance, ROI, and product adoption to proactively identify risks and opportunities, and drive data‑informed recommendations at both the account and portfolio level.
• Influence Cross-Functional Strategy. Surface insights from your portfolio to inform product, go‑to‑market, and customer experience improvements, acting as a voice of the customer internally.

• You have 5+ years of experience working in Customer Success, Account Management, or a similar customer‑facing role with strong verbal and written communication skills.
• You have experience managing a portfolio of customers with varying levels of complexity, and can balance efficiency with personalization.
• You are comfortable building relationships with stakeholders and can influence outcomes through strong communication and business acumen.
• You are data‑driven, with the ability to interpret performance metrics and translate insights into actionable strategies.
• You are highly organized, with the ability to manage multiple priorities while maintaining attention to detail and focus on strategic objectives.
• You are passionate about helping customers succeed and have a natural curiosity for understanding business challenges and solving problems.
• Prior experience working in the hospitality or restaurant industry is a strong plus.

Actual compensation within the pay range listed below will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location. Base salary is localized according to employee work location.

In addition to base salary, the compensation for this role includes opportunities for sales commission. Talk to your recruiter for more information.

Door Dash cares about you and your overall well‑being. That’s why we offer a comprehensive benefits package to all regular employees, which includes a 401(k) plan with employer matching, 16 weeks of paid parental leave, wellness benefits, commuter benefits…