About this role
About the Team
The Customer Success Team is part of DoorDash's In-Store Business Unit and serves as the heartbeat of our customers. We are a diverse, global team working to help our customers meet their business goals through creative problem-solving, data and deep product knowledge, always with a customer centric approach. Our team is a group of empathetic relationship builders, curious minds, doers, thinkers, strategizers, and friendly humans who are passionate about supporting the hospitality industry.
About the Role
We are looking for a Customer Success Manager (CSM) to drive the long-term success of our customers by supporting them across the full lifecycle, including activation, adoption, and growth. This role blends scaled execution with higher-touch relationship management, ensuring customers receive a more personalized experience while still operating efficiently across a broader portfolio. Through meaningful engagement and innovative technology solutions, you will empower restaurant and hospitality operators to achieve their business goals and maximize the value of our platform.
You’re excited about this opportunity because you will…
• Manage a Hybrid Book of Business. Own a mid-sized portfolio of customers, balancing scaled engagement with more personalized, higher-touch interactions, including in person meetings, to drive strong customer health and adoption.
• Drive Adoption, Retention, and Growth. Execute success strategies across onboarding, product adoption, and ongoing engagement to achieve gross and net retention targets, while identifying expansion opportunities and partnering with Account Management to drive growth.
• Deliver Personalized Customer Experiences. Develop and execute tailored success plans and business reviews, with a mix of virtual and in-person engagement, building deeper relationships with key stakeholders.
• Act as a Trusted Advisor. Build strong, long-lasting relationships with customers, guiding them on best practices and helping them achieve measurable business outcomes through our platform.
• Leverage Data to Drive Strategy. Maintain data integrity and analyze key metrics, including ROI and product usage, to identify opportunities, mitigate risk, and make informed recommendations that improve customer performance.
• Build Product and Industry Expertise. Become an expert on the SevenRooms platform, providing both technical and strategic guidance to help customers optimize their use of our solutions.
• Collaborate Cross-Functionally. Partner closely with Account Management, Sales, Product, and other teams to ensure a seamless customer experience and drive alignment on customer goals and growth opportunities.
We’re excited about you because…
• You have 3+ years of experience working in Customer Success, Account Management, or a similar customer-facing role with strong verbal and written communication skills.
• You have experience managing a portfolio of customers with varying levels of comple