Senior Manager, Customer Success - Global

DoorDash USA • Atlanta, GA

30d

About The Position

In this role, you’ll be responsible for managing Managers and their respective teams, working with the Global CS leadership team to set a vision and strategy to ensure our clients achieve success with the SevenRooms platform. You’ll be responsible for overseeing strategic initiatives that drive adoption, retention, and long-term customer value across our VSB, SMB and Enterprise segments. You’ll help scale a customer-first culture that delivers outstanding service and measurable impact for hospitality operators around the world.

Requirements

• You’ve spent 7+ years managing and developing people (both individual contributors and people managers), and you lead through accountability, coaching, and continuous learning.
• You’re analytical and strategic, with a track record of using data to identify insights and drive customer growth.
• You’re comfortable using tools like Salesforce, Gainsight, Totango, Looker, or other customer success platforms to track performance and manage relationships.
• You have 5+ years experience in Customer Success, Account Management, or a related customer-facing role at a SaaS company, ideally in a fast-paced, high-growth environment and across different segments (VSB, SMB and Enterprise).

Responsibilities

• Team Leadership & Development. Mentor, inspire, and grow a high-performing team by setting clear performance and growth objectives and providing ongoing coaching and support.
• Customer Retention & Engagement. Drive user adoption and retention by developing best practices and strategic engagement initiatives, and by collaborating cross-functionally to enhance the customer experience.
• Capacity & Resource Planning. Monitor incoming revenue and customer volume to ensure balanced workload distribution and appropriate resourcing across the Global CSM teams.
• Cross-Functional Collaboration. Partner with Product, Sales, Marketing, Onboarding, and CS Strategy & Operations to enhance customer health scoring, implement proactive lifecycle strategies, and improve overall product adoption.
• Churn Risk Management. Track customer engagement through data tools (e.g., Looker, Totango) to identify and mitigate churn risks through timely, data-driven interventions.
• Product Advocacy. Maintain deep product knowledge to ensure CSMs can guide customers to the most relevant features and functionalities, while capturing product feedback through our Product Ambassador Program.
• Executive Leadership. Demonstrate accountability by taking responsibility for decisions and global results, both good and bad. With a focus on how we can incrementally improve over time.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed