Senior Manager, Customer Success - Global at DoorDash

DoorDash is revolutionizing food delivery and local commerce. Join our mission to grow and connect communities!

Key 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 incremental improvement

Required Qualifications

• 7+ years managing and developing people (both individual contributors and people managers), leading through accountability, coaching, and continuous learning
• Analytical and strategic, with a track record of using data to identify insights and drive customer growth
• Comfortable using tools like Salesforce, Gainsight, Totango, Looker, or other customer success platforms to track performance and manage relationships
• 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)

Key Skills

• People management and development
• Analytical and strategic thinking
• Data-driven decision making
• Tool proficiency (Salesforce, Gainsight, Totango, Looker, customer success platforms)
• Customer-facing experience in SaaS
• Cross-functional collaboration
• Churn risk management
• Product knowledge and advocacy

Job Summary

About the Team

The Customer Success team at SevenRooms is the heartbeat of our customers. We’re a diverse, global group of empathetic relationship builders, curious thinkers, strategic problem-solvers, and passionate collaborators. Our mission is to help hospitality operators succeed by driving adoption and value through a deep understanding of our product, data, and our customers’ business goals. We are customer-obsessed and thrive on turning challenges into long-term succe...

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