Strategic Customer Success Manager

DoorDash Australia

2d•Hybrid

About The Position

Our Strategic Customer Success Team is part of DoorDash's In-Store business unit, focused on ensuring the long-term success of some of our largest customers in APAC. Our team is passionate about bringing skills as consultants, business analysts, project managers, SevenRooms advocates, and customer success professionals with a high level of curiosity about all things tech and hospitality. We're resourceful, tenacious, and effective team players who approach our work with humility, integrity, and a desire for continuous growth, motivated by our clients' happiness and providing solutions that improve retention and make their lives easier. As a Strategic Customer Success Manager, you'll help ensure the long-term success of some of our largest customers while acting as a leader and mentor to your team, supporting new hire interviews, onboarding and long term mentorship. You'll be a trusted advisor and educator, using your natural curiosity to understand not only how features work, but why, while being intrigued by operations and logistics to solve the next puzzle. This role requires 25% travel and is perfect for someone who wants to be part of an awesome and hardworking software startup changing the world of hospitality.

Requirements

Substantial experience in challenging, customer-facing roles, ideally within B2B & SaaS space, with proven experience working with the SevenRooms platform
Proven experience in Customer Success or Account Management roles with the ability to articulate value propositions through phone, email, video conference, and in-person meetings
Technical aptitude and understanding of hospitality software with prior experience working with Sales, Product, and Engineering teams
Proven ability to lead project planning and management of cross-functional projects with exceptional client-facing oral and presentation skills
Can communicate, present and influence credibly at all levels including executive and C-level, with a genuine desire to work in the hospitality space servicing operators

Responsibilities

Lead customer value realization by understanding customer KPIs.
Become a trusted advisor and lead account strategy through defined implementation & onboarding processes.
Act as a customer champion and advocate.
Ensure customer needs are communicated to executive teams while anticipating future needs and attending industry conferences as a SevenRooms advocate.
Monitor account performance and utilization using data to track key metrics.
Plan and lead strategic on-sites with enterprise partners to maintain high engagement.
Help create workflows and run internal processes.
Increase efficiency in communications with partners across email and phone channels.
Collaborate cross-functionally with internal teams.
Prioritize new deliverables and methods based on evolving customer needs.