Customer Success Manager

DoorDash Commerce Platform is DoorDash’s first restaurant software-as-a-service business unit – offering a suite of products and services across online ordering, branded mobile apps, loyalty solutions, and more that enable merchants to reach customers through their own first-party channels.

Our newly launched Commerce Platform Merchant Success Operations pod focuses on ensuring merchants have a seamless experience not only during onboarding and launch, but throughout their lifecycle with our platform. Our team strives to drive long-term success by helping merchants adopt our products, grow their business, and realize ongoing value.

Within this pod, the Customer Success team plays a critical role in retention, adoption, and merchant growth. This team owns the post-launch experience, proactively working to ensure merchants are successful, engaged, and continuing to see value from our platform.

The Customer Success Manager (CSM) is responsible for owning and driving the ongoing success of our small-to-medium-sized (SMB) merchants using DoorDash Commerce Platform products. This role is the primary point of contact post-launch, ensuring merchants adopt our products, achieve their goals, and continue to grow their business over time.

The CSM acts as the merchants’ “quarterback” post-launch — proactively managing relationships, identifying risks, coordinating cross-functional teams, and driving outcomes that improve retention, adoption, and overall merchant satisfaction.

On a day-to-day basis, this means working closely with onboarding, sales, support, and product teams to ensure merchants continue to succeed after launch:

• 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

As the first Customer Success Manager in this organization, this role will also help define and build the foundation of the Customer Success function, including playbooks, processes, and account health frameworks.

• 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

• 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

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