Customer Success Manager

DoorDash

Customer Success Manager driving retention and growth for SMB merchants using DoorDash’s restaurant software platform. Managing post-launch relationships, adoption, risks, and cross-functional solutions.

Posted 8/12/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $74,800 - $110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing customer success initiatives, driving merchant engagement, and utilizing data to inform strategic decisions. Proficient in building processes and frameworks that enhance account health and improve customer outcomes.

Highest-signal resume keywords

Customer Success ManagementAccount ManagementEscalation ManagementData-Driven Decision MakingCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Risk IdentificationPerformance Review FacilitationAction Plan DevelopmentWorkflow ImprovementProduct Adoption Strategies

Soft Skills

Exceptional Communication SkillsProblem-Solving SkillsAttention to DetailOwnership and AccountabilityAbility to Manage Multiple Priorities

Tools & Technologies

Online Ordering SystemsMobile ApplicationsCRM ToolsCustomer Success Playbooks

Certifications & Qualifications

Bachelor’s Degree

Industry Keywords

SaaSMarketplaceCustomer-Facing Technology

About the role

Key responsibilities & impact

Manage a portfolio of small-to-medium-sized merchants and own the post-launch customer experience
Drive merchant engagement through check-ins, performance reviews, and proactive outreach
Monitor account health, identify churn risks, and build action plans
Coordinate with Support, Product, Operations, and Sales to resolve issues and unblock merchant progress
Ensure merchants utilize Online Ordering, mobile apps, loyalty, and CRM tools
Manage escalations and high-risk situations
Track action items and ensure consistent follow-through
Gather and synthesize merchant feedback to inform product and operational improvements
Lead customer performance reviews, escalation calls, and strategic check-ins
Use orders, revenue, and engagement data to guide decisions and customer conversations
Build Customer Success playbooks, processes, and account health frameworks
Identify opportunities to improve workflows, product adoption, and merchant outcomes

Requirements

What you’ll need

Bachelor’s degree or equivalent work experience
3–5 years of experience in customer success, account management, onboarding, or customer-facing technology, SaaS, or marketplace roles
Ability to manage a portfolio of accounts and drive outcomes with ownership and accountability
Exceptional written and verbal communication skills, including handling challenging or high-emotion conversations
Experience identifying customer risk, managing escalations, and driving retention
Strong problem-solving skills and ability to diagnose root causes and develop actionable solutions
Ability to manage multiple priorities and track follow-through with attention to detail
Experience working cross-functionally with internal teams to resolve issues and drive results
Bias for action and ability to operate in ambiguous, fast-paced environments
Tech-savvy and comfortable understanding product functionality and troubleshooting issues at a high level

Benefits

Comp & perks

401(k) plan with employer matching
16 weeks of paid parental leave
Wellness benefits
Commuter benefits match
Paid time off
Paid sick leave
Medical benefits
Dental benefits
Vision benefits
11 paid holidays
Disability insurance
Basic life insurance
Family-forming assistance
Mental health program
Flexible paid time off/vacation for salaried roles
80 hours of paid sick time per year for salaried roles
Premium healthcare
Wellness expense reimbursement