Strategic Customer Success Manager, In-Store
About The Position
As a Strategic Customer Success Manager , you will own and grow relationships with DoorDash’s largest In-Store customers, serving as a trusted advisor and strategic partner. You’ll lead account strategy, guide value realization, and ensure customers are realizing measurable business impact through their use of the SevenRooms platform. This role is ideal for someone who enjoys solving complex business problems, navigating executive relationships, and influencing outcomes across large, multi-location hospitality organizations. You’ll be responsible for driving retention, identifying growth opportunities, and ensuring customers have a world-class experience. You’ll report to a Customer Success Lead and work cross-functionally with Sales, Account Development, Product, and other teams across DoorDash to ensure a seamless customer journey. You’ll join a team that values ownership, collaboration, and continuous learning, with the tools and support needed to grow your career. We expect this role to be flexible, with some time in the field for on-site customer engagement, industry events, and in-person collaboration and some time working remotely or from a DoorDash office. You will also need the ability to travel as needed for in-person collaboration through training, offsites, team-building events, and other business-related necessities.
Requirements
- 4+ years of experience in Customer Success, Account Management, or a related customer-facing role within B2B SaaS or hospitality
- Proven ability to manage complex, enterprise-level accounts and communicate value across multiple stakeholder levels, including executive audiences
- Strong analytical and technical aptitude, with experience translating data into strategic recommendations
- Demonstrated success leading cross-functional projects and influencing outcomes without direct authority
- A passion for hospitality technology and a customer-first mindset grounded in curiosity, empathy, and problem-solving
Responsibilities
- Drive customer value and retention: Lead account strategy by understanding customer KPIs, defining success plans, and guiding optimization efforts that support long-term retention
- Serve as a strategic advisor: Build trusted relationships with executive stakeholders, acting as a customer advocate and ensuring customer needs and insights are represented internally
- Lead data-driven engagement: Monitor account performance and platform utilization, using insights to recommend improvements and lead strategic on-site engagements with enterprise partners
- Support team excellence: Contribute to onboarding, mentorship, and process improvement initiatives that strengthen the Strategic Customer Success function
- Collaborate cross-functionally: Partner with internal teams to prioritize initiatives, influence roadmap discussions, and deliver solutions aligned to evolving customer needs
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
