Note: The job is a remote job and is open to candidates in USA. DoorDash is a technology and logistics company that empowers local economies through delivery and commerce platform solutions. The Customer Success Manager will own the post-launch experience for small-to-medium-sized merchants, driving product adoption, retention, growth, and satisfaction while coordinating with cross-functional teams and helping build the Customer Success function from the ground up.
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
- Own a portfolio of merchants and directly impact retention, growth, and customer satisfaction
- Build strong relationships with merchants and become a trusted advisor to their business
- Proactively identify risks and drive solutions before they escalate into churn
- Lead customer conversations, including performance reviews, escalation calls, and strategic check-ins
- Partner cross-functionally with Product, Support, Sales, and Operations to resolve issues and improve the merchant experience
- Become a subject matter expert on DoorDash Commerce Platform products and how merchants use them to grow
- Use data (orders, revenue, engagement) to inform decisions and guide customer conversations
- Help define and build Customer Success processes, playbooks, and best practices from the ground up
- Operate in a fast-paced, evolving environment where you can take ownership and drive meaningful impact
- Identify opportunities to improve workflows, product adoption, and merchant outcomes
Skills
- 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
Benefits
- 401(k) plan with employer matching
- 16 weeks of paid parental leave
- Wellness benefits
- Commuter benefits match
- Paid time off
- Paid sick leave in compliance with applicable laws (e.g. Colorado Healthy Families and Workplaces Act)
- Medical, dental, and vision benefits
- 11 paid holidays
- Disability and basic life insurance
- Family-forming assistance
- A mental health program
- For salaried roles: flexible paid time off/vacation, plus 80 hours of paid sick time per year.
- Premium healthcare
- Wellness expense reimbursement
Company Overview
Company H1B Sponsorship