Client Success Manager, Scale, DoorDash for Business

DoorDash USA•Phoenix, AZ

About The Position

Scaled Client Success Managers own product adoption, education, and onboarding for a pooled segment of our longtail unmanaged customers in North America. You'll be a proactive, solutions-oriented partner who delivers enablement and activation at scale through digital-first programs and remaining client facing while you introduce new products and features and help customers get more out of the ones they already use. Reporting to the Manager, Client Success, you'll partner with S&O (Strategy & Operations), Analytics, and Product to turn insights into programs that unlock value across a large book of customers. We're making a big bet that there's significant untapped potential in our self-service accounts. As part of a growing team, you'll help refine and scale our customer onboarding and activation motion while growing alongside the function.

Requirements

Minimum 2 years of experience in digital customer success, consultative sales or product operations
Can identify whitespace within complex customer organizations and translate customer needs into scalable product opportunities.
Have proven capability to thrive in an ambiguous environment.
Are an effective communicator, both verbally and in writing.
Have the ability to analyze, pull, and coordinate data across multiple sources.
Have the ability to learn independently and juggle multiple priorities.
Proactively inform teams of your workflow and raise your hand for special projects.
Actively seek guidance from peers and cross-functional partners, and both ask for and action feedback.
Know how to take broad challenges or opportunities and turn them into actionable projects with clear milestones and goals, with minimal guidance.

Nice To Haves

Have experience in food delivery and/or at a SaaS company.

Responsibilities

Support a pooled segment of customers through a one-to-many model, prioritizing outreach by signal rather than account by account
Own customer education and onboarding programs at scale: group training sessions, email campaigns, and lifecycle communications
Become an expert in the DoorDash for Business suite of products and drive adoption through targeted, repeatable plays
Lead customer conversations that review a customer's program, diagnose gaps, and prescribe next steps, including new products, new use cases, or increased usage
Use data to spot signals of product growth, diagnose activation bottlenecks, and turn them into data-backed recommendations
Test and iterate on campaigns and digital touchpoints, measuring what moves adoption