Customer Success Manager

DoorDash USA•San Francisco, NY

15h•Remote

About The Position

DoorDash Commerce Platform is DoorDash’s first restaurant software-as-a-service business unit – offering a suite of products and services across online ordering, branded mobile apps, loyalty solutions, and more that enable merchants to reach customers through their own first-party channels. Our newly launched Commerce Platform Merchant Success Operations pod focuses on ensuring merchants have a seamless experience not only during onboarding and launch, but throughout their lifecycle with our platform. Our team strives to drive long-term success by helping merchants adopt our products, grow their business, and realize ongoing value. Within this pod, the Customer Success team plays a critical role in retention, adoption, and merchant growth. This team owns the post-launch experience, proactively working to ensure merchants are successful, engaged, and continuing to see value from our platform. The Customer Success Manager (CSM) is responsible for owning and driving the ongoing success of our small-to-medium-sized (SMB) merchants using DoorDash Commerce Platform products. This role is the primary point of contact post-launch, ensuring merchants adopt our products, achieve their goals, and continue to grow their business over time. The CSM acts as the merchants’ “quarterback” post-launch — proactively managing relationships, identifying risks, coordinating cross-functional teams, and driving outcomes that improve retention, adoption, and overall merchant satisfaction. On a day-to-day basis, this means working closely with onboarding, sales, support, and product teams to ensure merchants continue to succeed after launch. As the first Customer Success Manager in this organization, this role will also help define and build the foundation of the Customer Success function, including playbooks, processes, and account health frameworks.

Requirements

Bachelor’s degree or equivalent work experience
3–5 years of experience in customer success, account management, onboarding, or other customer-facing roles within a technology, SaaS, or marketplace environment
Proven ability to manage a portfolio of accounts and drive outcomes with strong ownership and accountability
Exceptional written and verbal communication skills, with the ability to handle challenging or high-emotion conversations
Experience identifying customer risk, managing escalations, and driving retention
Strong problem-solving skills with the ability to diagnose root causes and develop actionable solutions
Ability to manage multiple priorities and track follow-through with strong attention to detail
Experience working cross-functionally with internal teams to resolve issues and drive results
Bias for action and ability to operate effectively in ambiguous, fast-paced environments
Tech-savvy and comfortable understanding product functionality and troubleshooting issues at a high level

Responsibilities

Managing a portfolio of merchants and serving as the primary owner of the post-launch customer experience
Driving ongoing engagement through check-ins, performance reviews, and proactive outreach
Monitoring account health, identifying churn risks early, and building action plans to address them
Coordinating with internal teams (Support, Product, Operations, Sales) to resolve issues and unblock merchant progress
Ensuring merchants are fully utilizing our suite of products, including Online Ordering, mobile apps, loyalty, and CRM tools
Managing escalations and high-risk situations with a solutions-oriented mindset
Tracking action items and ensuring consistent follow-through so nothing falls through the cracks
Gathering and synthesizing merchant feedback to inform product improvements and operational processes